Customer Service Representative

Customer Service Representative

Required Skills & Experience: 3+ years of customer service, reservations, or contact center experience supporting customers via phone, email, and chat. High-volume call center experience and ability to work in a fast-paced environment handling back-to-back customer interactions. Experience managing 40+ inbound/outbound calls per day. Experience using customer support platforms such as Zendesk, Cresta, or similar CRM/customer care tools. Strong Microsoft Office Suite skills. Excellent communication skills, multitasking ability, and self-motivation. Ability to work a flexible schedule, including weekends within operating hours.

Nice to Have Skills & Experience: Travel booking or sales experience. Cruise industry experience.

Job Description: Insight Global is seeking a Customer Service Representative to support a travel-focused organization by handling daily booking operations with a high level of accuracy and attention to detail. This role is responsible for processing reservations, revisions, cancellations, and booking notes across multiple systems while ensuring all transactions adhere to company policies. The representative serves as the primary point of contact for service-related inquiries via phone, email, and chat, delivering a consistently professional and high-quality guest experience. Additionally, the role supports departmental revenue goals by identifying opportunities to upsell or enhance existing bookings and may assist with inbound sales calls during peak periods. The individual is expected to maintain strong product knowledge, troubleshoot system-related issues for guests and travel advisors, proactively communicate challenges and solutions to leadership, and follow all established procedures, while contributing to a collaborative team environment and taking on additional responsibilities as needed.