Groups Support Coordinator

Job Locations US-FL-Ft. Lauderdale
Category
Operations
Type
Regular Full-Time

Overview

World Travel Holdings is searching for a Group Support Coordinator to work in our Fort Lauderdale, FL office.  Role has the opportunity for a few days remote.  This role is responsible for servicing the Dream Vacations and CruiseOne members for the B2B Division of World Travel Holdings; with all group related requests and inquiries.

 

About World Travel Holdings
World Travel Holdings is the nation’s largest cruise agency and award-winning leisure travel company with a portfolio of nearly 40 diverse brands. In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.S. airline, leading hotel brands and prominent corporations. The company also operates a top-rated travel agency franchise and is consistently recognized as an industry leader in employee engagement and work-at-home employment. Its global presence includes operating multiple cruise brands in the United Kingdom. World Travel Holdings has offices in Wakefield, Mass.; Ft. Lauderdale, Fla.; and Chorley, England. For more information, visit WorldTravelHoldings.com.

Responsibilities

  • Professionally respond to inbound communication and provide excellent service to agents by managing the inbox and handling calls on the Queue
  • Diligently assist agents with group related issues including but not limited to systems, procedures, product, promotions, customer service and general troubleshooting
  • Act as first tier technical assistant for agents and work with technical support to resolve any groups related issues
  • Follow up on any unresolved agent questions/issues via phone or e-mail within 24 hours of the inquiry
  • Collaborate with your peers to ensure workload is managed properly, accurately and completed in a timely fashion
  • Assist with all Group Registration Website inquiries and issues, including assistance with site customization and utilization
  • Initiate ongoing product knowledge through online courses/vendor supplied e-learning/other online resources
  • Creating online on-demand training courses as required
  • Assist Group Coordinators with any tasks as needed.
  • Assist Support Services with group booking administration if necessary.
  • Create and disseminate accurate and concise reports to management and agent teams when called upon
  • Conduct training and participate in or lead special projects when necessary
  • Update BC with any pertinent group communications
  • Various other duties including group reconciling as assigned.

Qualifications

  • High School diploma or GED equivalent with 2+ years of customer service experience in a high call volume, fast paced environment
  • Excellent written and verbal communication skills
  • Charisma to provide exceptional customer service
  • Proficient in Microsoft Word, Excel, and Power Point
  • Ability to access and enter information using an automated system both quickly and accurately
  • Aptitude to speak with customers while navigating and taking action on various computer systems
  • Knack to comprehend and apply technical, abstract and complex information
  • Must be able to concentrate and sit for long periods of time
  • Work schedule is Monday-Friday from 9:00 am-6:00 pm EST.
  • Travel industry experience preferred; group support experience preferred

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