Customer Service Representative

About the role

This Customer Service Representative role operates within cultural, heritage, pilgrimage, and group-tour planning, covering destination, booking, supplier, sales-support, and traveler-service workflows. The position focuses on service resolution, ensuring decisions reflect the specific demands of this operating environment.

The role requires maintaining clear visibility of confirmed facts, pending dependencies, and exceptions while delivering customer service.

Responsibilities

• Reconcile customer service issues with resolution, ensuring each checkpoint leaves a visible source, owner, status, and next action within cultural, heritage, pilgrimage, and group-tour planning workflows.
• Coordinate documentation and status tracking for customer service cases, maintaining traceability and accountability.
• Review case management with deadline management, ensuring unresolved items have clear ownership and next steps.
• Document processes and generate reports to support service resolution and compliance.
• Maintain quality control and workflow management, surfacing repeated errors before they lead to downstream rework.

Decision Pattern & Quality Standard

Strong customer service in this role means ensuring service resolution remains usable under the specific demands of cultural, heritage, pilgrimage, and group-tour planning workflows. Completed work must be traceable, unresolved items must have owners, and errors must be identified early to prevent rework.

Skills & Capabilities

• Confidently apply the Travel Experts UK workflow context and customer service principles within cultural, heritage, pilgrimage, and group-tour planning.
• Maintain data accuracy without losing track of evidence or deadlines.
• Document process compliance and issue escalation decisions clearly, ensuring reasoning is transparent.
• Use judgment in follow-up actions, especially when relying on external confirmations rather than assumptions.
• Ensure role-specific handoffs meet cross-functional coordination, customer service, and data accuracy standards before closing work.

Position Details

This is a full-time, entry-level role, 100% remote within the United States.

Pay

Base salary: $40,000–$60,000 per year.

Schedule

Remote work completion requires source verification, issue resolution, and escalation to ensure work is secure, traceable, and ready for the next authorized teammate.