Customer Care Representative

Overview

World Travel Holdings is seeking Customer Service Representatives who are passionate about helping others and thrive in a fast-paced, virtual environment. In this role, you’ll handle inbound service and reservation calls with a focus on one-call resolution—ensuring every customer interaction is efficient, positive, and memorable.

What We Offer

• Pay: $15/hour plus bi-weekly incentives.
• Training: Paid initial training and ongoing development to support your growth and success.
• Equipment: We’ll provide you with the computer equipment and headset needed to work remote.
• Support: Our internal support team is available real-time to help you be successful.
• Benefits: Eligible 90 days after hire to include medical, dental, 401K, paid time off, and more.
• Travel Perks: Experience the industry through discounted cruises, access to travel agent rates, and more.

About World Travel HoldingsWorld Travel Holdings is the nation’s largest cruise agency and award-winning leisure travel company with a portfolio of nearly 40 diverse brands. In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.S. airline, leading hotel brands and prominent corporations. The company also operates a top-rated travel agency franchise and is consistently recognized as an industry leader in employee engagement and work-at-home employment. Its global presence includes operating multiple cruise brands in the United Kingdom. World Travel Holdings has offices in Wakefield, Mass.; Ft. Lauderdale, Fla.; and Chorley, England. For more information, visit WorldTravelHoldings.com.

Responsibilities

• Handle 2–3 inbound service and reservation calls per hour with efficiency and professionalism.
• Accurately process requested changes to existing reservations in a timely manner.
• Adhere to our Customer Connection methodology to ensure customers receive a remarkable experience.
• Utilize available resources to efficiently handle customer requests independently and accurately.
• Navigate through multiple browsers and systems, chat via instant messaging, and respond to emails all while maintaining an engaged conversation with our customer.
• Remain accessible and responsive via phone, email, and chat during scheduled work hours.
• Consistently meet or exceed performance goals and maintain productivity standards.
• Engage in team meetings and training to build knowledge and stay informed of company initiatives.

Qualifications

• Schedule Adherence: Reliable and available to work a full-time schedule between 35-45 hours/week based on business needs. Additional schedule requirements include: 

• • 6-week training schedule: Monday-Friday, 10am-7pm EST.
  • 1st schedule post-training: You’ll be assigned a schedule based on business needs, lasting several weeks until the next shift bid. Shifts may fall between 11:00 AM–11:30 PM EST, Sunday through Saturday, and can include weekends, holidays, and non-consecutive days off.
  • Shift-Bid scheduling: Schedules change quarterly based on shift-bid rankings and vary between 6:00 AM–2:00 AM EST, Sunday–Saturday. They can include weekends, holidays, and non-consecutive days off.

• Service-Oriented: Ability to consistently deliver exceptional customer service by resolving issues efficiently, aiming for one-call resolution, and maintaining a high level of attention to detail.
• Tech Savvy: Strong typing skills and proficient with internet navigation, chat, email, and Microsoft Office. 
• Communication: Ability to communicate through all mediums (verbal, listening, written) and confidence to make outbound, follow-up calls to customers.
• Receptive: Open to receive coaching feedback through regular meetings and apply learnings.
• Dexterity: Able to concentrate and sit or stand at a desk while viewing a computer screen repetitively and answering the phone for each scheduled shift.
• Remote: Self-motivated and adaptable to succeed in a structured virtual call center with reliable internet (at least 5.0 Mbps upload / 10 Mbps download).
• Workspace: Must have a private, distraction-free workspace where you can focus. To avoid overlap, your home office must be in a different residence from any other current remote employee.