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B2B Premium Specialist (Remote Opportunity) id-5676

About the position

At Apple Leisure Group, we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care. We strive to be the first choice in vacation travel, enriching lives and uniting the world. Grow your career as a successful B2B Premium Specialist within ALG Vacations. In this role, you will focus on supporting our Top Travel Agents across multiple brands and will exceed service expectations, resolve complex reservation issues promptly, build confidence and retain customers. You will assist Travel Agents with bookings and modifications they are unable to complete in their booking system and provide an efficient, quality call experience. You will grow market share and increase profitability by developing a one to one relationship with ALG's highest producing travel agents. You will understand the importance of top accounts for ALG and will provide industry leading support focused on securing brand loyalty. You will be an extension of the business development team and will provide account support and escalated problem resolution for this team. A successful B2B Premium Specialist will provide Service and Escalation support for top accounts through making complex bookings and assisting with modifications to previously booked reservations. You will communicate and uphold policies pertaining to fulfillment of Travel Agent expectations. The role will focus on service and opportunities to respond to requests, increase vacation value by offering options and upgrades that enhance the customer experience and provide first call resolution. You will utilize multiple systems and provide education and support to Travel Agents on all booking systems, including VAX PRO. The position requires a focus on problem resolution and sales skills with attention to detail and documentation to decrease errors and maintain profitability. You will resolve technical errors independently, report system and product disruptions to service, and act as the voice of the travel agent providing feedback for process improvements. Additionally, you will navigate multiple systems including MS Office, internet, and proprietary systems, and communicate with others via voice, email, and chat clearly and concisely. Cross-training to multiple brands and providing multi-functional support will also be part of your responsibilities.

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Responsibilities

  • Provide Service and Escalation support for top accounts through making complex bookings and assisting with modifications to previously booked reservations.
  • Communicate and uphold policies pertaining to fulfillment of Travel Agent expectations.
  • Focus on service and opportunities to respond to requests, increase vacation value by offering options and upgrades that enhance the customer experience and provide first call resolution.
  • Utilize multiple systems and provide education and support to Travel Agents on all booking systems, including VAX PRO.
  • Focus on problem resolution and sales skills with attention to detail and documentation to decrease errors and maintain profitability.
  • Resolve technical errors independently.
  • Report system and product disruptions to service.
  • Act as the voice of the travel agent and provide feedback for process improvements.
  • Navigate multiple systems including MS Office, internet, and proprietary systems.
  • Quickly and accurately comprehend numbers by adding, subtracting, multiplying and dividing.
  • Communicate with others via voice, email and chat clearly and concisely.
  • Cross train to multiple brands and provide multi-functional support.
  • Provide support to all B2B Premium top accounts and support all B2B functions as needed.

Requirements

  • High School Diploma
  • BS/BA or equivalent working experience preferred
  • Elevated sales and service skills for top accounts
  • Ability to use O365 (Word, basic excel and Teams)
  • Strong customer service skills and computer proficiency
  • Travel experience a plus along with complex problem resolution
  • Ability to sit continuously for prolonged periods (more than 1.5 hours consecutive hours in an 8 hour work day)
  • Ability to stand, walk, and use hands to handle or feel objects, tools or controls
  • Specific vision abilities including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Nice-to-haves

  • Travel experience a plus along with complex problem resolution.
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