Customer Care Representative

World Travel Holdings is seeking Customer Service Representatives who are passionate about helping others and thrive in a fast-paced, virtual environment. In this role, you’ll handle inbound service and reservation calls with a focus on one-call resolution—ensuring every customer interaction is efficient, positive, and memorable.

What We Offer

• Pay: $15/hour plus bi-weekly incentives.
• Training: Paid initial training and ongoing development to support your growth and success.
• Equipment: We’ll provide you with the computer equipment and headset needed to work remote.
• Support: Our internal support team is available real-time to help you be successful.
• Benefits: Eligible 90 days after hire to include medical, dental, 401K, paid time off, and more.
• Travel Perks: Experience the industry through discounted cruises, access to travel agent rates, and more.

About the Company

World Travel Holdings is the nation’s largest cruise agency and an award‑winning leisure travel company with nearly 40 travel brands. Headquartered in Fort Lauderdale, FL, we offer a people‑focused culture with a strong commitment to employee engagement and remote work. Learn more: WorldTravelHoldings.com  

Key Responsibilities

• Handle 2–3 inbound service and reservation calls per hour with efficiency and professionalism.
• Accurately process requested changes to existing reservations in a timely manner.
• Adhere to our Customer Connection methodology to ensure customers receive a remarkable experience.
• Utilize available resources to efficiently handle customer requests independently and accurately.
• Navigate through multiple browsers and systems, chat via instant messaging, and respond to emails all while maintaining an engaged conversation with our customer.
• Remain accessible and responsive via phone, email, and chat during scheduled work hours.
• Consistently meet or exceed performance goals and maintain productivity standards.
• Engage in team meetings and training to build knowledge and stay informed of company initiatives.

Qualifications

• Schedule Adherence: Reliable and available to work a full-time schedule between 35-45 hours/week based on business needs
• Service-Oriented: Ability to consistently deliver exceptional customer service by resolving issues efficiently, aiming for one-call resolution, and maintaining a high level of attention to detail.
• Tech Savvy: Strong typing skills and proficient with internet navigation, chat, email, and Microsoft Office. 
• Communication: Ability to communicate through all mediums (verbal, listening, written) and confidence to make outbound, follow-up calls to customers.
• Receptive: Open to receive coaching feedback through regular meetings and apply learnings.
• Dexterity: Able to concentrate and sit or stand at a desk while viewing a computer screen repetitively and answering the phone for each scheduled shift.
• Remote: Self-motivated and adaptable to succeed in a structured virtual call center with reliable internet (at least 5.0 Mbps upload / 10 Mbps download).
• Workspace: Must have a private, distraction-free workspace where you can focus. To avoid overlap, your home office must be in a different residence from any other World Travel Holdings remote employee.

Work Schedule

• Full-time schedule (35–45 hours/week) based on business needs
• Training: Monday–Friday, 10:00 AM – 7:00 PM EST for 6 weeks
• Post-Training Schedule: Assigned shifts may fall between 10:00 AM – 11:30 PM EST, including weekends, holidays, and non-consecutive days off  
• Ongoing Scheduling: Quarterly shift bids with schedules that may range between 6:00 AM – 2:00 AM EST

Compensation and Benefits

Compensation Overview:

• Paid Training: $15/hour, with comprehensive onboarding and ongoing development
• Earnings Potential: Post-training compensation includes $15/hour plus biweekly performance incentives, with the opportunity to earn up to an additional $1.25 per hour

Benefits Overview:

• Comprehensive medical, dental, and vision coverage
• Company-paid life and disability insurance
• 401(k) with discretionary company match
• Paid time off and holidays
• Travel discounts and employee perks
• Employee Assistance Program (EAP)
• Professional development and learning opportunities

EEO Statement

World Travel Holdings is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to any status protected by applicable law.