Remote Inbound Customer Service Agent

Grand Circle is hiring Remote Inbound Customer Service Agents (Travel Advisor I) to join our June 8th class. As a Traveler Advisor you will be responsible for taking inbound calls from GCC's confirmed Travelers, assisting them with maintaining their itinerary through various functions. 

Must be located in one of the following States: Alabama, Arizona, Florida, Georgia, Indiana, Nevada, North Carolina, Ohio, South Carolina, Texas, or Utah 

Responsibilities

• Handle a high volume of inbound calls; assisting customers with managing their reservation
  • Updating Traveler contact information, processing payments, managing airline reservations, online access resets, providing general information on itineraries
• Taking escalated calls, deescalating calls in a customer centric environment 
• Communicate comprehensive information to travelers, including details about our products and policies.
• Document all customer interactions and call notes in assigned programs 
• Work across multiple platforms in an efficient manner to handle and solution inbound calls (5-7 programs at one time - working across 3 screens). 
• Excel in a Values Focused environment: Open & Courageous Communication, Risk Taking, Emotional Maturity, Thriving In Change, Teamwork, Speed & Quality 
• Work in a metrics driven environment: Average Handle Time, After Call Work, Average Speed to Answer, Hold Time, Attendance, Adherence, Post Call Surveys, and values assessment
• Attend all Team, Department, and Company meetings in a camera on environment. 

Qualifications

• 3 - 5+ years of experience working in a call center environment, receiving customer service-based calls.
  • Displayed proficiency in an unscripted environment. 
• 1+ years of experience working remotely (Preference to those who have started and trained remotely). 
• Must have hardwired internet (cannot use Wi-Fi), recommended speeds are 50 MBPS Download, 25 MPBS upload
• Telephone Service - either through landline or VOIP - You will be responsible for setting up a stable telephone service (phone number) and provide that number to GCC to route calls to your desk phone (Provided by GCC)
  • Telephone service must allow call anchoring (open call for up to 8 hours daily) and allow for call forwarding. 
  • GCC does provide a monthly reimbursement stipend to cover telephone services. 

Schedule

• Training Schedule: (5-6 weeks) Monday - Friday 9:00 - 5:00 PM ET
• 1st Production Schedule (3-6 Months) 
  • Sunday - Thursday | Sunday (10:00 AM - 6:00 PM ET), Monday - Thursday (12:00 PM - 8:00 PM ET)
  • Tuesday - Saturday |Tuesday - Friday (12:00 PM - 8:00 PM ET) Saturday (10:00 AM - 6:00 PM ET)

Total Rewards  The base salary range for this role is $17.00 - $18.00 hourly. Final compensation may vary and will be determined based on factors such as relevant experience, skills, internal equity, and geographic location. In addition to base pay, this role is eligible for an annual incentive bonus and first-class benefits, which include: 

• Health & wellness: Comprehensive and heavily subsidized medical, dental, and vision plans, plus on-site gym access, holistic wellness sessions, and group fitness classes 
• Time for you: Substantial Paid Time Off (PTO), and 11 paid holidays- including Juneteenth, Memorial Day, and Labor Day. Plus- extensive parental leave, with up to 12-16 weeks paid leave at 100% base salary. 
• Travel more, spend less: 50% off our trips for you and a companion, 25% for additional immediate family members, and exclusive quarterly associate travel deals 
• Your future, secured: 401(k) with company match, life insurance, and disability coverage 
• Continuous growth: Tuition assistance for both professional and personal development, opportunities for professional development through oversees travel, and direct access to Pinnacle Leadership & Team Development. 
• Extra perks: FSA options, pet insurance, home & auto discounts, and paid volunteer time off to give back to the community 

  To learn more, please visit our websites at www.gct.com, www.oattravel.com and www.grandcirclefoundation.com.