Client Care Emergency Services Specialist

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🕒 August 6

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Collette

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1918

🏨 Hospitality

📦 Logistics

✈️ Travel

Hospitality • Logistics • Travel

Collette is a leading travel company that specializes in crafting guided tours across all seven continents. With decades of experience, Collette offers a wide selection of travel styles, including small group explorations and immersive cultural experiences, enabling travelers to discover iconic destinations while connecting with the local culture. Their tours are designed to provide a worry-free experience, allowing travelers to focus on the joy of exploration.

📋 Description

• Answer all incoming calls on the Collette emergency phone line • Resolve emergency situations and complaints involving clients, tour managers, and vendors • Contact appropriate managers and communicate delayed arrivals • Check flight status and availability • Book alternate reservations • Issue or reissue airline tickets during off-peak hours • Act as Collette’s voice to passengers while following the Customer Care Center philosophy • Document and track issues for future trend analysis • Complete Client Care Center training and demonstrate proficiency • Work scheduled shifts during operating hours, with flexibility for overtime, holidays, and weekends as needed • Take on other tasks and projects supporting employees, managers, and call center operations • Collaborate to support and promote company values and vision • Proactively identify ways to improve internal processes

🎯 Requirements

• Ability to work calmly in a continuously stressful environment • Sympathetic and empathetic customer service while adhering to company policy • Fact-driven and analytical approach • Logical decision-making using defined frameworks, processes, and policies • Ability to defuse stressful and confrontational situations • Self-starter and self-learner • Excellent communication skills • Strong computer skills • Working knowledge of CRM management, Microsoft Excel, Outlook, and Word ideal • Strong attention to detail and ability to organize and prioritize daily activities • Flexibility to adapt communication style to different personalities • Proficient conflict management and personal resilience • Ability to work scheduled shifts from Friday through Tuesday, 7:00 AM–3:30 PM EST • Flexibility to work overtime, holidays, and weekends as needed • One to three years’ experience • Associate’s/Bachelor’s degree preferred, but any combination of education and/or experience will be considered • Spanish/French speaking skills a plus

🏖️ Benefits

• Immersive benefits of the travel industry • Opportunity to see the world • Client Care Center training classes for new hires • Opportunity to support and promote the company’s values and vision