Vacation Planner, Service

THE ROLE

Travel Service creates happy guests by providing premier service in finalizing all reservation details to ensure direct guests have a fantastic travel experience and become loyal champions of our travel brands.

THE POSITION

The Vacation Planner, Service is responsible for the following results:

· Product up-sells, and servicing accounts, from initial contact to travel

· Handling inbound and outbound service calls and e-mails using GVI's customer service and sales protocols

· Maintaining customer satisfaction by ensuring customers receive accurate, timely, and quality information about the products we are supplying, and resolving customer dissatisfactions by researching, evaluating, and resolving complaints

· Answering primarily customer inquiries by maintaining knowledge of key differences, mail campaigns, product knowledge, and destination expertise

· Full account management of Make-A- Wish bookings including special needs requests and specific accounting processes

· Sales and servicing for Direct Accounts (non-group)

· Responsible for working Siebel calendar of activities required for every Direct booking including:

o Traveler Communications

o Final Booking Review and Payment

o Confirm Docs sent and Welcome Home communication

· Handling of other account management services:

o Work Process Messages

o Schedule Change notifications

o Third Party Authorizations

o Follow up International Ticket Numbers passport information, Visa status, TSA

o Mis-matched Invoices (accommodations)

o Hotel changes and Itinerary Changes

o Any special Notification i.e. Disability accommodations, Special Needs, etc.

o Seat Assignments (Sabre)

· Providing concierge services for Journey Club members

· Actively respond to Consumer e-mail and My Site calls from the websites

· Back up Customer Sales calls in overflow and TAS as needed

· Cultivating and maintaining on-going relationships with customers and influencing product loyalty

· Developing business relationships and fostering a spirit of cooperation with GVI departments as needed to serve the needs of customers

· Contributing to a team effort by accomplishing related results or projects as needed

· Handling special projects as assigned through detailed program knowledge and interpersonal skills

EDUCATION

The preferred candidate will hold an Associate's degree (A.A.) or equivalent from two-year College or technical school; or six months to one year related experience in customer service, sales, or travel industry; or equivalent combination of education and experience.

EXPERIENCE PREFERRED

The preferred candidate has noteworthy experience in the following areas:

· A minimum of three months or more experience in a sales and service capacity within a call center environment

· Demonstrated ability to write effective email communication

· Demonstrating the importance of service in retaining customer loyalty

· Building client/customer relationships

· Technical and functional skills using a variety of computer applications. In-house this includes the Tip Reservation System, Intranet, Word, Excel, Outlook, Internet, and may include airline GDS'

· Ability to type at least 45 words per minute

· Working with points of interest/geography

· Product knowledge of GVI products, services, policies, and features (key differences)

· Ability to work in a call center environment that includes structure, shifts, performance measurements, etc.

EOE

While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports.