Customer Service Representative

About the role

Connects customer resolution with the broader operating needs of premium travel, ocean and river cruises, expedition travel, events, and milestone trips. The role focuses on customer service representation within premium travel operations, with decisions grounded in current records rather than memory or guesswork.

Success Measures

Strong performance is measured through fewer avoidable corrections, timely follow-through, and records that make the next action obvious within premium travel operations.

Responsibilities

• Own the Customer Service Representative workflow by helping the team document commitments and next actions.
• Coordinate the workflow by escalating complex cases with enough context for the next owner.
• Review and handle assigned customer or client requests.
• Maintain the workflow by reviewing available case history before responding.
• Track and resolve routine issues within approved authority.

Skills

• Use Customer Service Representative Workflow and Customer Support tools confidently.
• Apply Customer Experience principles while tracking exceptions, owners, or deadlines.
• Document Quality Assurance decisions clearly for team follow-up.
• Use sound judgment in Client Communication, especially during escalations.

Employment Overview

Full-time, entry-level position. 100% remote within the United States.

Pay

Base salary: $38,000–$52,000 per year.