Client Care Agent

Client Care Agent

Collette is currently seeking Client Care Agents to join our Client Care Team. This is primarily a remote role, with the expectation of coming into headquarters in Pawtucket, RI on an as-needed basis.

There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette's passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company's future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people. So, what are you waiting for? Your journey starts here.

Job Summary:

Do you enjoy working in a fast-paced environment? We are seeking an exceptional Client Care Agent who will service the needs of Collette customers in an inbound and outbound telephone contact environment. Our Client Care Agents are responsible for supporting our sales team and product line under the Retail division of our Client Care Center. Consistent and flawless execution of the booking process is strived for, while upholding a high level of professionalism and friendly interactions with direct consumers, travel agents, and group leaders. The ideal candidate must have a desire to become part of a growing team within a dynamic environment and industry. Exceptional customer service skills and the ability to work nights and weekends is a must.

Primary Functions:

• Answer inbound calls and route to the correct team within the company
• Educate customers on our product offerings and the advantages of travelling with Collette
• Build and confirm tour packages within our internal reservation system
• Effectively explain offers and upgrades available across all tour components
• Review and complete Retail booking notations which require action by the Client Care Center. This includes but is not limited to; tour changes, flight schedule changes, re-booking components, requests for additional information, & follow up notes entered by other members of the Client Care Center team
• Perform to and exceed qualitative and quantitative performance goals and standards

Knowledge and Skills:

• Call Center and/or travel industry experience is a plus
• Strong attention to detail with an ability to organize and prioritize day-to-day activities in a fast-paced environment is required
• Strong computer skills are necessary, and a working knowledge of Microsoft Excel, Outlook and Word is ideal
• Ability to handle customers with a high level of continuous professionalism
• Ability to work effectively with all members of the team
• Embraces a mindset of curiosity and continuous learning, actively exploring and leveraging AI and other emerging technologies to improve processes, elevate content, and drive efficiency across the organization.
• Some higher education preferred, but not necessary.

Compensation & Benefits:

We believe in taking care of our team—inside and outside of work.

The pay range for this position is $17.50 - $20.00/hr.

What We Offer:

• Health & Wellness: Medical, Dental, and Vision coverage—plus a Peloton One Membership to keep you moving
• Time Off: Generous PTO, paid holidays, and your birthday!
• Volunteer Time: Paid hours to give back to causes you care about
• Financial Security: 401(k) with company match
• Family Support: Paid parental leave, paid bereavement leave and access to our Employee Assistance Program
• Career Growth: Tuition reimbursement to help you level up your skills
• Exclusive travel discounts, incentives and more!