Customer Service Representative, Luxury Travel

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 €15k - €21.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 3%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Classic Vacations

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1978

🏨 Hospitality

📦 Logistics

🛍️ eCommerce

Hospitality • Logistics • eCommerce

Classic Vacations is a leading luxury travel provider specializing in personalized vacation experiences for travel advisors. Established in 1978, the company offers a robust multi-destination booking platform, simplifying the travel planning process while ensuring high-quality service and exclusive offers. From luxurious resorts to unique excursions, Classic Vacations curates exceptional experiences across top destinations worldwide, making it a preferred choice for discerning travelers.

📋 Description

• Provide personalized assistance to travelers, Travel Advisors, and vendors by phone, email, and written correspondence • Own customer cases from first contact through final resolution, providing status updates and follow-up • Handle VIP bookings, high-profile travelers, and sensitive situations with discretion • Resolve in-destination issues including flight disruptions, missed connections, transfer problems, hotel discrepancies, and service concerns • Manage escalated and complex cases and involve the Manager, Customer Service when needed • Design service recovery solutions such as rebooking, upgrades, amenities, and credits • Support travelers affected by weather events, schedule changes, supplier failures, and other disruptions • Calculate and process refunds, credits, changes, and booking adjustments in PleX • Partner with suppliers to secure refunds and compensation and negotiate fee reductions or waivers • Investigate post-travel complaints using Sabre, EAN hotels, PleX, and internal tools • Collaborate with Accounting on refunds, credits, chargebacks, and supplier recoveries • Build productive relationships with worldwide supplier partners across cultures and time zones • Document supplier service failures and share recurring issues with Vendor Relations and Product • Collaborate with customer service and operations teams across time zones • Maintain complete and accurate case notes and protect traveler personal and payment information • Identify service trends, supplier patterns, and root causes • Participate in quality reviews, call or case audits, and process improvement • Partner cross-functionally with Reservations, Operations, Product, Vendor Relations, Accounting, and Technology • Assist with onboarding and mentoring new team members • Maintain product and destination knowledge through training, FAMs, and supplier presentations • Support special projects and initiatives assigned by management

🎯 Requirements

• High school diploma or equivalent required • Minimum of 3 years of customer service experience in luxury travel, hospitality, or another premium, high-touch service environment • Demonstrated success handling escalated, complex, and emotionally sensitive customer situations through to resolution • Experience processing refunds, changes, and adjustments with a high degree of financial accuracy • Experience working directly with Travel Advisors, travel suppliers, hotels, airlines, or ground operators • Working knowledge of Sabre and airline ticketing, including schedule changes, exchanges, reissues, and refunds • Ability to learn and work proficiently in PleX, EAN hotels, and other booking and case management systems • Proficiency in Microsoft Office applications, including Outlook, Excel, and Word, in a Windows environment • Strong understanding of luxury travel products, including air, hotels and resorts, transfers, and tours • Familiarity with supplier terms and conditions, cancellation policies, and travel protection programs • Exceptional verbal and written communication skills • Strong analytical and mathematical skills, with exceptional attention to detail and accuracy • Sound judgment in balancing traveler advocacy with company interests • Excellent organization, follow-up, and time management skills • Ability to work independently in a remote environment • Unwavering integrity, discretion, and professionalism in handling confidential information • Ability to remain flexible and responsive in a rapidly changing environment • Full-time, non-exempt hourly position • Remote USA work arrangement with a quiet, private, and secure home workspace and reliable high-speed internet • Flexibility to work early morning, evening, overnight, weekend, and holiday shifts • Ability to perform essential functions at a computer and use a telephone headset for extended periods • Ability to lift up to 15 pounds at a time

🏖️ Benefits

• Medical, dental, and vision insurance • 401(k) with company match • PTO • Paid holidays • Exclusive travel industry perks • Opportunities for personal and professional growth • Training, workshops, and professional development programs • Classic-hosted familiarization trips (FAMs) and supplier presentations • Work-life balance • Remote work arrangement