Itinerary Support Specialist

Join JAK Travel Agency as an Itinerary Support Specialist, focusing on customer resolution for custom cruises, tours, destination celebrations, groups, reservations, and traveler follow-through. Your role ensures incomplete information is addressed before it leads to downstream rework, specializing in group travel operations.

Responsibilities

• Maintain the Itinerary Support Specialist workflow by resolving routine issues within approved authority.
• Track and document team commitments and next actions to ensure smooth operations.
• Own the escalation process for complex cases, providing sufficient context for the next owner.
• Coordinate and handle assigned customer or client requests efficiently.
• Review available case history before responding to ensure informed and accurate resolutions.

Requirements

• Confidently use Queue Management and Cruise and Tour Support systems.
• Apply CRM tools effectively, managing exceptions, owners, and deadlines without oversight.
• Document customer communication decisions clearly for seamless team collaboration.
• Exercise sound judgment in follow-up actions, especially when escalation is required.

Quality Standard

Strong performance is demonstrated through fewer avoidable corrections, timely follow-through, and well-documented records that clarify next steps. Success is measured by the accuracy, security, traceability, and readiness of customer resolutions for the next authorized teammate.

Employment Overview

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

Pay

Base salary: $42,000–$62,000 per year.