Initial Training Schedule (Approx. 1st 90 days)

Mon-Fri

8:00 am - 5:00 pm MST

Shift Bid applies after 1st 90 days

THE DEPARTMENT

The Direct Sales Team consisting of Customer Sales & Service, Charters & Direct Groups is responsible for creating happy guests and partners with sales success and providing outstanding service and support. This team increases passenger sales through the direct consumer and group sales channels. They develop and maintain emerging markets channels by integrating sales and marketing strategies to establish direct buyer relationships and create demand for our products.  

THE ROLE

Our Vacation Planners creates happy guests by providing premier service in finalizing all reservation details to ensure our guests have a fantastic travel experience and become loyal champions of our travel brands.

THE POSITION

The Vacation Planner, Service is responsible for the following results:

Fulfills our promise to guests as Vacation Planners including: We are the Experts, Working with our family is Fun, We are More then just Vacations, We Make it Personal and We are always here for you.
Creates a positive guest experience via the phone/email and builds excitement and confidence leading up the guests’ vacation with us.
Handles inbound and outbound service calls and e-mails to ensure the guest feels excited and ready to take their vacation with us. Backs up sales calls as needed.
Supports our Vacation Planner Inbound & Outbound Sales Teams’ guests post their reservation.
Ensures customers receive accurate, timely, and quality information about the vacations they are taking with us.
Resolves questions or customer dissatisfactions by researching, evaluating, and finding positive resolutions.
Answering primarily customer inquiries by maintaining knowledge of key differences, product knowledge, and destination expertise
Responsible for working Siebel (CRM) calendar of activities required to ensure the guest is ready to travel.
Handling of other account management services: including Work Process Messages, Schedule Change notifications, Guest acknowledgement, Passport information, Visa status, TSA and other information needed for travel.
Actively respond to Consumer E-mail and My Site calls from the websites
Developing business relationships and fostering a spirit of cooperation with GVI departments as needed to serve the needs of customers
Contributing to a team effort by accomplishing related results or projects as needed
Handling special projects as assigned through detailed program knowledge and interpersonal skills
Back up Inbound Vacation Planner calls, when needed.

EDUCATION

The preferred candidate will hold an Associate's degree (A.A.) or equivalent from two-year College or technical school; or six months to one year related experience in customer service, sales, or travel industry; or equivalent combination of education and experience.

EXPERIENCE PREFERRED

The preferred candidate has noteworthy experience in the following areas:

A minimum of 1 year or more experience in a sales and service capacity within a call center environment
Passionate about a positive guest experience and service minded.
Thrives in a fast paced, sales/service focused environment.
Good verbal skills to communicate with guests in a friendly and efficient manner.
Good time management skills, adaptable and ability to manage call flow/control
Demonstrated ability to write effective, professional email communication
Demonstrating the importance of service in retaining customer loyalty
Technical and functional skills using a variety of computer applications such as In-house Reservation System, Siebel (CRM), CT Suite (Call/Email Software) Intranet, Word, Excel, Outlook, Internet, and may include airline GDS’
Interest in travel and working with points of interest/geography are a plus!
Product knowledge of GVI products, services, policies, and features (key differences) even more a plus!
Ability to work in a call center environment that includes structure, shifts, performance measurements.
Understanding of contact center schedule adherence requirements, adhering to post schedules and using proper phone status

ABOUT GLOBUS FAMILY OF BRANDS

With 95+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 70 countries on six continents across the globe. With equal measures vision and hard work; team collaboration and commitment; adaptability, honesty, and integrity as well as a genuine love for all-things-travel, the Globus family of brands – a leader in international travel – now offers unparalleled, perfectly planned tours; inventive, inspiring cruises and modern, independent vacation packages to millions of travelers.  

Travel and/or in-office presence may be required at times. Generous benefit package including travel benefits and retirement.

Initial Training Schedule (Approx. 1st 90 days):

Mon-Fri
8:00 am - 5:00 pm MST
Shift Bid applies after 1st 90 days

Compensation details: 20.84 Yearly Salary

PI4822472692f4-37437-39603119

Lontours Canada Limited

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