Group Service Representative

The Groups Department is looking for a Group Service Representative to join our team who loves all things travel-related and delivering an excellent customer experience. In this role, you will work with our clients to provide them with support as you respond to their inquiries about their reservations as they prepare to travel around the world with their group.

Key Responsibilities:

1. Handling service calls & emails to make reservation changes, educate on tour itineraries, process payments and respond to customer inquiries.
2. Support Group Sales Team & Group Leaders to provide excellent customer service support prior to departure.
3. Build strong relationships with Group Leaders to help bring in new business and maintain a renewal pipeline.
4. Maintain group travel for changes for current and future year departures.
5. Complete administrative jobs such as processing Group Compensation, financial adjustments, and research.
6. Work closely with other departments and teams such as Revenue Management, Finance and Regional Teams for group items.
7. Communicate all required information to our travelers, including the details of our products and policies.
8. Achieve monthly performance goals.
9. Drive to individually compete while still being a positive team player.
10. Demonstrate the ability to balance company values and key result areas (KRAs)/performance goals.

Requirements:

1. Technically savvy, GDS (Amadeus/Sabre) experience preferred but not required .
2. Ability to multi-task and navigate multiple computer systems.
3. 1+ years of excellent customer service experience.
4. History of consistently attaining performance goals and having personal accountability for own results.
5. Positive mentality and the ability to exhibit flexibility in times of change.
6. High attention to detail.
7. Call center experience is required .
8. Demonstrated ability to work in a fast-paced role, juggling multiple projects at any given time.
9. Demonstrated ability to prioritize daily workload and re-adjust as needed.
10. Excellent verbal and written communication skills.
11. Strong professional ethics and impeccable personal integrity.
12. Strong computer skills and attention to detail.