Job Summary:

The goal of the Traveler Relations Team is to provide an excellent traveler experience through prompt resolution of issues driving traveler satisfaction, retention, and referrals. The team identifies traveler needs, responds to customer queries across all sales channels partners (groups, agents, and partners) and collaborates with internal departments to address traveler issues. They participate in Product and Customer Experience initiatives to drive action across the organization to achieve our excellence goals by product/region.

The Traveler Relations Coordinator is responsible prompt response to traveler issues and feedback post tour to ensure compliance with Collette’s brand standards and excellence in service by analyzing and interpreting traveler survey data to identify trends and recommend actions to optimize traveler experience. 

Primary Functions:

• Maintain traveler loyalty and satisfaction are met by taking ownership of traveler issues and follow through to resolution
• Analyze complaints and data and compile reporting to drive action and decisions
• Work closely with other operational leaders to support improvements to the traveler experience throughout the customer journey (pre-tour/on-tour/post-tour)
• Participate in outbound call campaigns for client retention 
• Maintain compliance with policies and procedures
• Display extensive product knowledge

 Knowledge and Skills:

• 1-3 years of industry experience or a related customer service experience required
• Excellent verbal interpersonal and communication skills
• Strong analytical and problem solving skills
• Exceptional customer service skills 
• Proficient skills in Microsoft Office, including Microsoft Word and Microsoft Excel
• High quality organizational skills
• The ability to work well under deadlines and to multitask