Travel Customer Support Representative – (Hybrid)

Cruise Planners is the largest franchisor of home-based travel agencies across the country that independently book cruises, tour, and land vacations. Cruise Planners has achieved Top Producer status with virtually every cruise line, tour, and resort company. Cruise Planners has been named the No.1 Cruise Tour / Travel Agency by Entrepreneur Magazine for the past 10 years and recently featured in Entrepreneur as one of the top 30 franchise innovators in technology. Cruise Planners positions franchise owners for success by providing them with innovative marketing, booking and lead-generating tools as well as professional development and hands-on training with the industry’s top executives. Cruise Planners Home Office has won awards such as Coolest Offices and Top Places to Work in South Florida by Sun Sentinel and South Florida Business Journal.

Job Summary

As a Care Team Advocate, you will be part of a team who provide support for our proprietary software, as well as general software issues. You will respond to agent calls, emails and tickets issued and take the necessary course of action to resolve it. You will need to trouble shoot more technical problems or ask for assistance from the designated team member in that area to resolve the ticket. You will identify common user challenges and proactively find ways to improve our products and processes. Also, you will provide training on CP tools, vendor products, and marketing initiatives to help agents grow their business.

Responsibilities

• Answer incoming calls and ticket inquiries sent to Care Team
• Explain and answer questions regarding new business initiatives, promotional offers, Group Advantage Pricing and other information that will assist in helping agents grow their business
• Assist agents with vendor specific questions, marketing plans, Full Sails, CP Pod and magazine orders.
• Support our agents with technical issues and respond as quickly as possible.
• Troubleshoot escalated inquiries to help resolve tickets
• Provide proprietary and general software support.
• Provide support and technical assistance on third party products
• Relay an estimated time frame to agent for resolution
• Enter notes in Call Tracker so all Care Team members are always aware of status
• Recognize common technical and support issues and collaborate with Care Team Manager on how these issues can be resolved.
• Communicate with third party vendors as needed to resolve issues such as eConnect pricing, itineraries, client reservations, etc.
• Suggest or create how to guides or video tutorials that can be used to help guide agents or as content for CP Genie.
• Attend Bootcamp, Star U, or other offsite events as needed
• Other related duties as needed

The items listed above are intended to provide an overview of the essential functions of the job.

This is not an exhaustive list of all functions and responsibilities that the position may be required to perform.

Competencies

• Must have excellent verbal and written communication, customer service skills, problem solving ability, marketing knowledge and listening skills
• Must be able to multi-task
• Must be well organized
• Knowledge of social media and email programs (i.e. Facebook, Twitter, Outlook)
• Android and IOS support
• Remote software support
• Desktop Support
• Microsoft Office Suite and remote software support
• Outlook and Apple Mail email clients
• Knowledge of Word, Excel, PowerPoint
• Travel Industry Experience preferred
• Bi-Lingual preferred

Requirements

• GED or equivalent
• 2-3 years of relevant experience

This is a hybrid role (Mondays and Fridays – remote and Tuesdays-Thursdays on-site)

Cruise Planners provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws. Cruise Planners complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities or team members. This policy applies to all terms and conditions of employment.