Reservation Sales & Service Specialist (RSS)

Class Start dates: Upcoming start dates. Talent Acquisition will contact qualified applicants about 7 weeks prior to each start date to schedule phone screens.

June 4, 2024 

September 3, 2024

Reservation Sales and Service Specialist

Globus Family of Brands

Multiple positions available

Full Time, Permanent – 100% remote based in the United States

WELCOME TO THE GLOBUS FAMILY OF BRANDS! 

Traveling the world is incredible...don't you agree? It opens us up to new cultures and experiences. Venturing across the globe invites us to wonder and wander...to marvel and be moved. With 95 years in travel, the award-winning Globus family of brands creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 65 countries on six continents across the globe. We began as a small family company with one man, his rowboat, and a dream in Switzerland in 1928. Nine decades later, the entrepreneurial spirit and ingenuity that created this family-owned institution lives on...as well as our commitment to sustainability! Watch a video about the Lighthouse Project to find out more about these efforts!

We are always on the hunt for exciting, team associates passionate about life and work: People who are easily inspired and excited about what they do. We offer incredible career opportunities in a variety of roles including, but not limited to: vacation planning, reservations, marketing, finance, IT, and customer care. 

Company Benefits Include: Pension Plan, 401K Match, 16-26 days of vacation, Health, vision, dental and life insurance, Work from home options, and Home office reimbursement.

Exciting Travel Benefits: 70 to 90% off tours and cruises (plus discounts for friends and family), a free Avalon cruise after 2 years, and Special deals with travel partners like Marriott, Expedia, IATA/IATAN, Norwegian Cruise Line, Hertz, and Thrift Car Rentals to name a few.

THE DEPARTMENT 

Customer Care is tasked with growing the Trade side of the business by following promotional direction and generating Trade passenger sales through multiple sales channels; retail travel sellers (primary channel), group sales, and e-sales.  The Customer Care division includes all business units that interact directly with the customer’s travel agent to sell Globus products, answer inquiries, and resolve problems. The departments under Customer Care are Reservation & Associate Support, Digital Support, Trade Groups, Training, Sales, Service, and Guest Resolution. 

THE ROLE OF A RESERVATION SALES & SERVICE SPECIALIST IN CUSTOMER CARE

The Reservation Sales & Service Specialist is responsible for the following results:

• Managing inbound phone calls while maintaining productivity goals that support industry-leading inbound service levels
• Reaching and exceeding sales objectives by selling travel packages and product up-sells and cross-sells
• Handling inbound sales and service calls using industry-best customer sales techniques
• Developing internal relationships and fostering a spirit of cooperation with other Gfob departments as needed to serve the favorite W.I.N.E.s (wants, interests, needs, and expectations) of our customers
• Improving customer satisfaction and loyalty by ensuring customers receive accurate, timely, and quality information about the products we are supplying.  
• Reaching and exceeding loyalty-based customer sales contact quality objectives by consistently looking for ways to create a positive, lasting memory of our interactions
• Contributing to a team effort by accomplishing related results or projects as needed
• Handling special projects as assigned through detailed program knowledge and interpersonal skills
• Cultivating and maintaining on-going relationships with all accounts and influencing product loyalty

EXPERIENCE PREFERRED

The preferred candidate has experience in or notable knowledge of the following areas:

• Demonstrating the importance of an excellent customer experience through the sales cycle to increase customer loyalty
• Building customer relationships
• Technical and functional skills using a variety of computer applications. In-house this includes the reservation systems, Microsoft 365 tools including Outlook, Excel, Teams, SharePoint, and scheduling and telephony tools.
• Working with points of interest/geography
• Ability to work in a ca