After Hours Support Specialist

Bridgeport, CT, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

On-call

Night Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Life insurance

Disability insurance

Job Description

Tauck is recognized as a world leader in providing deluxe escorted vacation tours and operates as a fast-growing company within a thriving travel industry. Offering over 150 all-inclusive vacations to some of the world’s most sought-after destinations, Tauck creates unique itineraries that combine spectacular sightseeing opportunities with premium accommodations. These carefully planned experiences are designed to enrich and enlighten travelers who have a passion for high-quality cultural vacations. As a company, Tauck is committed to excellence, providing top-tier customer service and support that upholds its reputation for luxury travel experiences.

The role in question is a critical position within Tauck’... Show More

Job Requirements

knowledge of Apollo or similar air reservations booking system
call center or customer service experience
high comfort-level with technology, especially computers, software applications, and phone systems
ability to work independently and as a member of a team
ability to work under pressure and be alert and responsive during assigned hours
excellent verbal and written communication skills
excellent problem solving and customer service skills

Job Qualifications

knowledge of Apollo or similar air reservations booking system
strong understanding of company products, policies, and services preferred
call center or customer service experience highly preferred
high comfort-level with technology, especially computers, software applications, and phone systems
excellent verbal and written communication skills
excellent problem solving and customer service skills
ability to work independently and as a member of a team
ability to work under pressure and be alert and responsive during assigned hours
ability to maintain a calm and professional attitude at all times
ability to remain calm and courteous under pressure and use good judgment during tense or challenging situations

Job Duties

handle in-bound calls to provide emergency assistance to guests, tour directors, and suppliers during after-hours including some holidays
communicate crisis information following chain of command
communicate changes to flights and transfers to tour directors and transfer company
document details of each conversation and provide necessary follow-up to guests, tour directors, and suppliers
mitigate and appease guest concerns while offering guidance and information related to their emergency
handle air schedule changes, exchanges, and ticketing within appropriate timeframes
manage internal air agent email inbox and respond to all requests within 24 hours
complete bookings from Tauck’s Air on Request report
assist with schedule changes, exchanges, special requests, ticketing, and other activities for net air tours
perform above tasks for assigned shifts throughout the night

Job Qualifications

Experience

Mid Level (3-7 years)

Job Location

We didn't receive the exact location for this job posting,

please contact the employer.

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