Client Care Emergency Services Specialist
Not Disclosed•Full-TimeRemote
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About Collette
There has never been a better time to be in the travel industry. 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. Your journey starts here.
About the Role
The Client Care Emergency Services Specialist serves as the critical voice of Collette during high-stakes situations. You will be responsible for answering all incoming calls on the Collette emergency phone line, addressing issues such as flight and transportation delays, as well as passenger illness and injuries occurring while on tour.
This role is designed for a creative thinker who is deeply customer service-oriented and a strong problem solver. You will be empowered to make rapid decisions to resolve issues, acting as the primary point of contact for clients, tour managers, and vendors. Your work ensures that every interaction follows the Customer Care Center philosophy in both quality and efficiency, while also documenting issues for future trend analysis. You will collaborate with various departments to secure alternate reservations, communicate delayed arrivals, and manage complex logistics, all while maintaining composure in a continuously stressful environment.
Work Environment
This is a remote position with hours scheduled from Tuesday through Saturday, 12 am - 8:30 am EST. The role requires flexibility to adjust daily schedules and work overtime, holidays, and weekends as needed to support the team and call center operations.
Equal Opportunity
Collette is an equal opportunity employer committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and are dedicated to creating an environment where everyone can thrive.
Work location
Work model: Remote
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Key Responsibilities
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Skills, education and keywords
Skills: CRM Management, Microsoft Excel, Outlook, Word, Spanish, French.
Education: Associate's or Bachelor's Degree preferred, but will consider any combination of education and/or experience; Associate's or Bachelor's Degree preferred, but will consider any combination of education and/or experience.
Frequently asked questions about Client Care Emergency Services Specialist at Collette Travel Service Inc
What does a Client Care Emergency Services Specialist at Collette Travel Service Inc do?expand_more
A Client Care Emergency Services Specialist at Collette Travel Service Inc is responsible for the following: Resolve emergency situations and complaints for clients, tour managers, and vendors; Check flight status and availability to book alternate reservations; Document and track all issues for future trend analysis; and Act as the voice of Collette ensuring interactions follow Customer Care Center philosophy.
What are the requirements for this Client Care Emergency Services Specialist role?expand_more
To qualify for the Client Care Emergency Services Specialist at Collette Travel Service Inc position, applicants should have: Associate's/Bachelor's Degree preferred or combination of education and experience; 1-3 years experience; Strong computer skills; Working knowledge of CRM management, Microsoft Excel, Outlook, and Word; and Spanish/French speaking skills a plus.