Emergency Services Specialist

Job Summary

To support the Client Care Team, the full-time remote Client Care Emergency Services Specialist will manage incoming emergency calls related to travel issues, resolve client complaints, and document trends while working flexible shifts from Thursday to Monday.

Key responsibilities:

• Resolving emergency situations and complaints from clients, tour managers, and vendors, including booking alternate reservations and issuing airline tickets
• Ensuring each customer interaction aligns with the Customer Care Center philosophy in terms of quality and efficiency
• Documenting and tracking issues for future trend analysis to improve internal processes

Required qualifications:

• 1 to 3 years of relevant experience in a customer service or emergency response role
• Associate's or Bachelor's Degree preferred, or a combination of education and experience
• Strong computer skills, including proficiency in CRM management and Microsoft Office applications
• Ability to work in a high-stress environment while maintaining empathy and adherence to company policies
• Spanish or French speaking skills are a plus