Role Overview

Reporting directly to the Customer Service Manager, the Customer Service Representative is responsible for providing customer care and ensuring exceptional customer service before, during and after booking.  This role will interact with potential and existing clients regarding trip details including questions pertaining to package details and pricing, activities/events, invoices, terms, and payments. As the company strives to always exceed customer expectations, this role will ensure thorough and timely communication, prepare information packages and work with the sales, operations, and marketing team to meet customer due dates, deadlines, and updates.

 

Responsibilities

Customer Service

  • Respond and resolve customer issues via phone, email, text, or live chat.
  • Respond to customer correspondence in appropriate manner
  • Promote sales by explaining available services
  • Use provided training materials and job tools to quickly and accurately resolve customer issues
  • Assist with solutions for pre-travel, onsite and post travel customer concerns

 

Data Entry/Reporting

  • Receive, log, build and processes all reservations for territory
  • Sends out email confirmations when receiving and processing registrations to Group Organizer and Sales Manager(s)
  • Process payments and invoice customers daily
  • Accurately enter customer information, including updating of accounts, telephone and contact numbers
  • Accurately batch out daily for the Accounting Department
  • Processes rooming lists via Group Organizer and obtain co-ed authorization rooming forms when applicable
  • Apply all Group Organizer credits and incentives within assigned territory by given deadline
  • Meet deadlines per Customer Service Calendar
  • Maintain accurate Spring Break and graduation dates in system for all groups
  • Send internal updates as required

 

Communication/Administration

  • Serve as in-office point person for assigned Sales Manager(s)
  • Assists Director of Operations with preparation of “Know Before You Go” communication and travel documents 
  • Maintain positive communication with all Group Organizers including monthly updates, incentive programs, and “Know Before You Go” information
  • Participate in Sales and Operations meetings and Product trainings as required
  • Create and surveys before and after travel

 

Requirements

  • Bachelor’s Degree
  • 1-3 years Customer Service or related experience preferred
  • Must have ability to work with patience and courtesy in customer relations
  • Must have ability to communicate effectively both verbally and in writing
  • Ability to think quickly and logically to ensure expedient response to customer inquiries
  • Strong organization skills, attention to detail and ability to multi-task in a fast paced environment
  • Passion for travel and delivering excellence
  • Keyboard and PV knowledge required and proficiency in Microsoft Word, Excel and PowerPoint preferred
  • Willingness to travel

 

Please send your resume and cover letter to be considered to employment@studentcity.com . If you are relocating to the Boston area, please let us know your date of relocation to be considered. No recruiter calls or emails please.