Support Service Product Specialist- Centralization Desk

The Support Service Product Specialist is the central bridge connecting the dynamic services of emPower Cruise, the Centralization Desk, and AgentMate CRM. This role serves as an enthusiastic ambassador, offering seamless support and expert guidance to member advisors. By facilitating an integrated approach, the specialist ensures a positively empowering journey for all users navigating our comprehensive cruise solutions.

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company's financial goal achievement and individual performance.

Respond to Inquiries & Issue Resolution

Act as the first point of contact for TLN participating advisors, addressing inquiries about the Centralization Desk programs and AgentMate CRM platform via phone or email.
• Ensure efficient and professional redistribution of incoming supplier emails to uphold high service standards.
• Take ownership of issues, providing swift solutions to challenges faced by travel professionals. Escalate complex matters to appropriate channels or senior team members when needed to guarantee effective resolution.

Collaboration & Proactive Support

• Collaborate with internal teams, including AgentMate, Industry Relations, Accounting, and Cruise Complete, to address preferred partner issues, commission payments, and cross-department inquiries.
• Work closely to provide feedback, report issues, and stay informed on updates that may enhance user experience.
• Proactively and reactively educate travel professionals on emPower Cruise features, ensuring they are well-informed about program enhancements, training opportunities, and support resources.
• Proactively engage and re-educate travel advisors using the AgentMate CRM platform, addressing questions, resolving issues, and providing opportunities for program enhancements and training.

Onboarding & Continuous Education

• Oversee the onboarding of new agencies and advisors, providing guidance through the setup process and ensuring a smooth enrollment in the emPower Cruise program.
• Offer continuous support post-onboarding to build confidence in using the program successfully.

Documentation, Research & Database Management

• Maintain accurate documentation of all member interactions in Salesforce, ensuring detailed records for service continuity and future reference.
• Conduct thorough research using available resources to inform and resolve member inquiries accurately.
• Perform routine database maintenance to ensure all records are complete, current, and compliant with company standards.

Process Adherence & Knowledge Updating

• Adhere to established processes and procedures to ensure service delivery aligns with company standards, ensuring a consistent, high-quality member experience.
• Stay updated on Cruise Industry developments and policies to remain a reliable and knowledgeable resource for travel professionals.

• Associate Degree preferred or equivalent experience.
• 2-3 years of experience in customer service.
• Over 3 years of experience in the travel industry, with a focus on travel agencies.
• Experience in the cruise industry.
• Exceptional customer service and communication skills.
• Ability to adapt and work effectively under pressure.
• Strong organizational skills with attention to detail.
• Capable of managing multiple tasks simultaneously.
• Proficiency in MS Office and Salesforce.
• Self-driven with the ability to work both independently and collaboratively.
• Preferred experience in AgentMate.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

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