Service Center Agent

Service Center Agent

The Service Center Agent supports the day-to-day operations, systems, and processes related to all Tier 1 support activities globally. This position promotes teamwork and Service Center success by applying outstanding interpersonal, communication, and customer service skills. Essential duties and responsibilities include the following. Other duties may be assigned.

1. Responsible for answering inbound communications via phone and email, with the possibility of chat and social media, and responding to multi-channel requests/inquiries as prescribed by Service Level Agreements (SLAs) with a high degree of professionalism.

2. Daily contact with agencies and consultants, travel industry suppliers, and their respective luxury clientele.

3. Execute Tier 1 troubleshooting steps to provide first call resolution when possible.

4. Escalate complicated issues to Tier 2 groups as appropriate and monitor their resolutions.

5. Work request queue cases in a timely, efficient, and thorough manner ensuring complete documentation of troubleshooting, reproduction steps, plus any measures taken toward resolution.

6. Support and educate Virtuoso network in the use of all Virtuoso sales tools, processes, and programs by assisting with general questions related to Virtuoso technology, products, events, and services.

7. Contribute to Virtuoso's knowledge base by documenting processes and drafting "How-To" instructions and FAQs for various recurring tasks.

8. Support Virtuoso in promotional campaigns and marketing by executing outbound call campaigns as assigned.

Educational and Skills Requirements:

• High School diploma
• 2-4 years of experience in Service Center environment
• 2-4 years of experience in customer service
• Excellent verbal and written communications skills in English required
• Excellent verbal and written communications skills in Spanish preferred
• Experience in travel or hospitality industries highly preferred
• Ability to identify solutions based on established processes and procedures
• Proficiency with Microsoft Office, Outlook, CRM, and ticketing/tracking systems required
• Organized with the ability to multitask, prioritize, and problem solve required; operational administrative experience a plus
• Able to collect and analyze complex information, problem solve, and make decisions
• Strong skills in inspiring the win-win-win

Travel Requirements:

• Travel is rarely required for this position (0-1 trips per year).
• Any travel will be entirely domestic.

Type/Nature of Contacts:

• Internal: Key job contacts are primarily with clerical and technical personnel and managers outside of the job's immediate work unit/department.
• External: Daily contact with vendors, partners, and members (agency owners & advisors).

Requirements:

• Computer Programs
• CRM
• Data Processing
• Epic Software
• ERP - Enterprise Resource Planning
• About Time
• Answering Inbound Calls
• Benefit Functions
• Billing Functions
• Administrative Assistance
• Customer Service