USTO comprises two sister brands Europe Express and YMT Vacations, each providing decades of experience in custom independent and group travel for North American travelers throughout Europe and other popular destinations around the world. Together they are a $100 million plus revenue business, a significant and strategically important part of the $1 billion plus Travelopia portfolio. Established in 1990, Europe Express provides high-quality, custom travel to Europe for their North American clients. The company serves both private group and FIT leisure markets, working exclusively with travel advisors to book everything from air and rail to hotels and sightseeing tours. YMT is an industry-leading guided tour specialist for North American travelers. Since 1967, the company has offered affordable land, cruise, and river cruise tours to the most popular destinations globally.
**Summary**:
The role of the Lead Development Representative is to act as the first point of contact for inbound travel agents' call requests regarding new business. This is a full-time, 40 hours a week position and requires weekend availability. Shifts will be scheduled for 9 hours a day, 5 days a week between the hours of 6:00am and 7:00pm Pacific Standard Time.
**Location**:
This position is eligible for a hybrid working schedule from our office in Costa Rica!
**What You Will Be Doing**:
- Gathering key information from customers and supporting their transition to a Destination Specialist
- Uncover needs of trip details through qualifying questions
- Utilize CRM system to create leads for sales distribution
- Maintain current knowledge of core products and destinations
- Set follow-up expectations with customers and raise to appropriate teams when necessary
- Other duties as assigned
**What We Are Looking For**:
- Friendly, customer focused person with a client-first attitude. Passion and dedication for outstanding customer service and quality expectations
- Fluent in English, written and verbal
- Comfortable handling large volumes of customer interactions
- Ability to effectively multi-task
- Patient and understanding with the ability to remain calm in a stressful situation and handle pressure
- Previous experience in customer service or call center environment is preferred
- Flexibility, and team spirit
**What We Offer**:
- Hybrid position
- Competitive base pay
- Statutory Benefits
- Travel discounts
- Flexible shifts available
**Home Office Requirements**:
- Dedicated work space free from distractions
- Stable home internet connection: minimum of 30 mbps download, and 6 mbps upload speed
- Wireless connection preferred
We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.
Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.
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