Customer Care Specialist

We’re seeking a polished, thoughtful, and client-focused Client Care Specialist to join our corporate travel team. If you bring strong critical thinking, confident communication, and the ability to navigate complex client situations with professionalism and composure, this is a role where you can truly grow. You’ll collaborate closely with peers, clients, leadership, and Client Success teams while gaining hands-on experience managing complex service and operational challenges.

WHAT WE'RE LOOKING FOR

• Polished Communicator
  • Strong verbal and written communication skills
  • Able to simplify complex topics and build trust quickly
• Client-Centric Thinker
  • Naturally empathetic, but also business-minded
  • Understands how to balance client needs with company objectives
• Problem Solver
  • Confident handling complex, sometimes ambiguous situations
  • Makes sound decisions independently and knows when to escalate
• Relationship Builder
  • Skilled at creating rapport and long-term client confidence
  • Works well with both clients and internal teams
• Detail & Process Driven
  • Organized, consistent, and thrives in a structured environment
  • Spots opportunities to improve how things are done

WHAT YOU'LL DO

You’ll serve as a trusted partner to clients—resolving issues, guiding solutions, and building relationships that last.

• Assess client inquiries and escalations quickly using active listening and strong judgment to identify root causes and effective solutions
• Handle complex, high-impact client issues with empathy, professionalism, and a clear understanding of business priorities
• Communicate proactively with clients, providing clear, timely updates that build trust and confidence throughout the resolution process
• Investigate and resolve issues independently using internal systems, workflows, and documentation, while aligning with company policies and client agreements
• Recommend and implement solutions that balance client needs with company standards; escalate appropriately when needed
• Own issues end-to-end, ensuring resolutions are fully executed, approved, and accurately documented
• Partner cross-functionally to drive timely, coordinated resolutions and ensure nothing falls through the cracks
• Identify recurring issues and proactively suggest improvements to processes, tools, and client experience
• Monitor and prioritize VIP or high-sensitivity cases, escalating insights to leadership and Client Success teams
• Follow up with clients to confirm full resolution and satisfaction
• Occasional travel may be required based on business needs (meetings, conferences, client visits)
• Perform other duties as assigned

EXPERIENCE & SKILLS

• 3–5 years in a client-facing role required; experience in corporate travel, customer care, or escalations strongly preferred
• Familiarity with GDS systems and travel/contact center tools is a plus
• Strong digital proficiency (email, chat, internal systems)
• High school diploma or equivalent experience

Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at [email protected].