Travel Customer Care Specialist

About the role

The Travel Customer Care Specialist at Billingsley Travel Agency will take ownership of customer resolution within family and group leisure travel, cruises, all-inclusive trips, theme parks, sports travel, weddings, and honeymoons. The position prioritizes accuracy and traceable follow-through over superficial speed.

Responsibilities

• Coordinate the workflow by helping the team escalate complex cases with sufficient context for the next owner.
• Handle assigned customer or client requests as part of the travel customer care workflow.
• Maintain workflow by reviewing available case history before responding to ensure informed interactions.
• Track and resolve routine issues within approved authority.
• Document commitments and next actions to ensure clarity and continuity in customer resolution.

Quality Standard

Strong performance is demonstrated through fewer avoidable corrections, timely follow-through, and records that make the next action obvious, all measured within the context of specialized execution in family travel operations.

Skills

• Use Ticket Management and Service Standards confidently in travel customer care operations.
• Apply Complaint Handling without losing track of exceptions, owners, or deadlines.
• Document decisions clearly so another teammate can follow the reasoning behind them.
• Use sound judgment in Case Documentation, especially when escalation is required instead of assumption.

Role Details

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

Pay

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