Customer Service Representative (on - site)

Member Success Specialist

Are you a people-person with exceptional communication skills? Do you enjoy helping members and finding solutions to their problems? If so, we have the perfect opportunity for you!

We are seeking a customer service candidate for our Member Success Specialist role to join our dynamic team. As a Member Success Specialist, you will act as a liaison between our company and our agency members, providing top-notch service and support to ensure their satisfaction.

The ideal candidate is genuinely excited about helping members and is patient, empathetic, and passionately communicative. You love to talk and understand the value of good communication skills. You can put yourself in your members' shoes and advocate for them when necessary. Member feedback is priceless, and you know how to gather it. Problem-solving comes naturally to you, and you are confident in troubleshooting and investigating to resolve complaints.

As a Member Success Specialist, you will manage incoming phone calls, emails, and live chats (our call volume is minimal, but emails and chats are growing), providing accurate, valid, and complete information using the right methods/tools. You will also meet personal and team revenue targets and support request-handling quotas.

To be successful in this role, you must have previous customer support or client service experience, strong phone contact handling and active listening skills, and the ability to adapt/respond to different types of communication styles. Excellent verbal and written communication skills, the ability to multi-task, prioritize, and manage time effectively, and a high school diploma are also required.

Additionally, you must reside in the Greater Atlanta area and be legally authorized to work in the U.S. You must also be available to work at our Roswell, Georgia Headquarters, between 9 AM to 6 PM, Monday through Friday. No weekends!

Join our team and help us ensure excellent service standards, respond efficiently to member inquiries, and maintain high member satisfaction.

About WorldVia

As part of an exciting and innovative team, you will be working in a startup atmosphere focused on rapid program iteration while being able to leverage the resources of an established and profitable company that is one of the top 50 largest sellers of travel in the United States. With incredible products in development, Travel Quest Network, and its parent company, WorldVia, are on the leading edge of consumer travel marketing and sales.

We are building products and services that will be used by thousands of travel business owners and travel advisors across the country, all supporting our aspiration of being the premier platform for starting and growing a travel business.

Every team member is critical in the decision-making process to ensure we achieve our potential.

Working at WorldVia

At WorldVia, we're looking for structured thinkers full of passion, ambition, and kindness. We'd love for you to apply even if your experience doesn't precisely match the job description. Your experience, skills, and interests will help you stand out—especially if your career has taken extraordinary twists and turns. We welcome people of diverse backgrounds and perspectives who aren't afraid to challenge assumptions and the status quo. Join us.

Essential Responsibilities

• Respond to member agency inquiries through a variety of channels including telephone (inbound and outbound), video calls, email, and live chat.
• Determine the quickest, most effective way to resolve member needs.
• Provide introductory information to new members.
• Ensure that members understand and are delighted about our programs.
• Inform members about additional products and services to help grow their business.
• Identify and escalate advanced queries and concerns.
• Troubleshoot common issues with a product or service.
• Collaborate with the Agency Services team and other departments to find appropriate solutions.
• Maintain and update information systems to keep accurate member records and document solutions.
• Explain issue resolution and coach members on appropriate corrective action.
• Meet personal and team revenue targets and support request-handling quotas.
• Experience in the travel industry is a plus.