We are seeking passionate, customer focused professionals to join our growing team of Europe Experts. The Reservations Coordinator supports the needs of our US-based Travel Agent Partners in the period after deposit through the completion of trip, including in destination support.
**Business overview**:
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.
**Location**:
**Salary & Benefits**:
The position offers base salary plus annual bonus, health benefits, paid time off, CR national holidays, employee assistance program and career progression opportunities.
**Scheduling**:
This is a full-time, 40 hours a week position Monday through Friday with 1-2 weekend days per month. Once training is completed the work schedule will range between 6 am - 4 pm US Pacific Time to support US based Travel Agents.
**What you will be doing**:
- Collaborate with Europe Specialists, Support teams and Travel Agents to ensure seamless servicing across teams.
- Price and recommend changes to reservations which include arrangements for air, hotels, sightseeing and ground transportation.
- Process cancellation requests. Review reservations to determine penalties. Send written communication to travel partners outlining penalties, nonrefundable services, and next steps.
- Maintain and develop strong knowledge of Europe Express products and services. Educate our travel agent partners about Europe Express products and services.
- Build and maintain relationships with clients to drive loyalty and repeat business.
- Assist customers with service disruptions that may occur while traveling, e.g. flight delays, industrial action and severe weather impact.
- Provide In-Destination support for customers who are not satisfied with individual services to include hotel relocation, sightseeing changes, car rental availability, transfer service delivery and incident management notification.
**What we are looking for**:
- Multi-lingual with elevated level of verbal and written communication skills in English.
- Previous support experience in travel industry with a focus on European destinations preferred.
- Experience with B2B sales and account management building skills in a call center environment preferred.
- Ability to handle multiple accounts, prioritize tasks, and deliver exceptional service to our customers.
- Ability to remain calm under pressure and find creative solutions in a fast-paced environment.
- Basic math skills required to audit reservations to resolve additional payment and/or refunds for reservations.
- Experience with web-based computer systems required. Ability to work across multiple computer platforms to complete job requirements.
- Solid understanding of HubSpot and Microsoft Teams and MS Office preferred. Knowledge of GDS systems is advantageous.
- Must be flexible and responsive to changing priorities while working under pressure to meet immediate deadlines.
**Physical and/or Home Office Requirements**:
- Dedicated workspace free from distraction.
- Stable home internet connection. Wireless connection preferred. (minimum ADSL 20 mbps download, 10 mbps upload, ideal ADSL 40 mbps download and 20 mbps upload)
**Our values**:
**Passion**
- We exceed our customers' expectations by listening and asking the right questions.
- We delight our customers by crafting inspirational itineraries.
- We have a desire to succeed and provide outstanding value.
**Partnership**:
- We care about the long-term well-being of our employees, customers and suppliers.
- We support and value our colleagues and enjoy working as a team.
**Leadership**:
- We are all leaders, encouraging, exciting and motivating each other.
- We achieve operational excellence by making brave decisions.
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.
Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with the utmost discretion.
We look forward to getting to know you!
LI-VL1 #LI-HYBRID