Customer Service Representative II

Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team

Customer Service Representative II (Remote)

Full time, United States

Customer Care is BCD Travel's Customer Service team responsible for service recovery when mistakes happen. You will be responsible for researching, resolving, and responding to customer concerns. During your research, you will the determine root cause and accurately classify reason for issue into our customer service tool. You will monitor response times to ensure customers are continually aware of the status of your work. If vendors are involved, you will work with vendors to ensure proper resolution for our mutual customer. You will communicate the identified root cause, any steps taken to prevent the issue, offer a sincere apology for any inconvenience and take necessary steps to ensure client reimbursement process is followed if reimbursement is due.

As a Customer Service Representative II, you will

• Professionally and quickly respond to inquiries and develop a positive working relationship with Customers, Operations, and Vendors
• Research, resolve, respond to customer, and log service issues within specified time period
• Maintain a thorough understanding of the customer's business as it relates to BCD Travel and monitor changes
• Maintain and actively communicate current knowledge of the state of the various travel industries supported (air, car, hotel, etc.)
• Seek opportunities to provide feedback on operational processes and the commercial relationship with customer and provides suggestions for improvement
• Professionally handle oral and written correspondence with customers and vendors regarding service

About you

• Current customer focused experience with appropriate breadth of handling and resolving a range of, sometimes complex, customer issues
• Prior experience in a corporate travel office
• Proficiency in airline reservations systems
• Understanding of ARC & BSP rules and regulations
• Excellent customer service skills
• Flexibility in work hours

About us
We're a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world's best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We're committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel.

Your life at BCD

Working at BCD means connecting, collaborating and celebrating. You'll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don't just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.

You'll be offered

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Generous vacation days so you can rest and recharge
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated

At BCD Travel we value you, our culture and success is defined by you. We carefully consider a wide range of compensation factors, including your professional background and experience. The salary range for candidates in applicable jurisdictions in the US for the position of Customer Service Representative II is between $50,000 and $56,000. The actual pay depends on your skills, qualifications, experience and geographical location.

We reserve the right to change schedules to accommodate operational needs. Flexibility in scheduling is a core requirement of the role.

Ready to join the journey? Apply now!

We're dedicated to building a diverse, inclusive and authentic workplace. If you're excited about a role, but your experience doesn't align perfectly, we still encourage you to apply.

We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at careers@bcdtravel.com.

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