Customer Service Specialist

Key Responsibilities

• Serve as the primary contact retail customers, clients and internal team members.
• Manage inquiries by phone and email with professionalism, empathy, and efficiency.
• Arrange and document flights, hotels, and rental cars for attendees, clients, and team members. Ensure accuracy, cost-effectiveness, and a positive travel experience.
• Provide day-to-day support for a variety of program initiatives. Shift seamlessly between tasks based on the current priorities.
• Document customer interactions and maintain accurate, up-to-date records in CRM systems. Ensure all details are captured correctly to support future inquiries or issues.
• Take ownership of resolving unexpected issues in real time, using critical thinking and resourcefulness to minimize disruption. Engage internal teams or vendors when additional support is required.
• Manage assigned tasks and program responsibilities with a strong sense of accountability. Work independently to deliver results while fostering collaboration and open communication with teammates and stakeholders.

Qualifications

• 1–3 years of professional experience, preferably in customer support, travel coordination, hospitality, or related roles
• High School diploma or equivalent required; associate or bachelor’s degree preferred

Skills & Abilities

• Strong written and verbal communication skills
• Excellent problem-solving abilities with a focus on customer satisfaction
• Able to manage multiple tasks simultaneously with strong organization and attention to detail
• Composed and effective in handling escalated or complex situations
• Intermediate Excel proficiency
• Comfortable working with multiple platforms and learning new systems; prior experience with CRM platforms, Concur, Smartsheet, or similar tools is a plus
• Able to work independently while thriving in a collaborative team environment