Front Line Client Experience Representative | February 2027 Start Date

Role overview Support travelers, travel advisors, and other clients with questions and problems involving tours, bookings, and travel arrangements. The role calls for clear, considerate communication and ownership of each issue, from researching a solution to following through on time-sensitive changes; AI tools help streamline routine work while preserving personal support.

Responsibilities - Assist customers through live chat, phone, and email with tour, destination, booking, modification, and travel-related questions. - Investigate issues, find appropriate solutions, and track requests through to resolution. - Manage urgent or challenging situations with empathy and professionalism, using judgment about when to escalate. - Build working knowledge of offerings, booking processes, and internal systems to provide accurate answers. - Balance multiple cases while maintaining timely responses and careful attention to detail. - Use AI-enabled tools and work with teammates and other departments to resolve issues and identify service improvements.

Requirements - Excellent written and spoken English. - A service-oriented approach, with attentive listening and care for the customer's experience. - Resourcefulness, sound judgment, and accountability when resolving unfamiliar problems. - Ability to communicate calmly and clearly in difficult conversations. - Strong organization and prioritization in a fast-paced environment. - Willingness to learn changing processes and technology, and to contribute independently and collaboratively on a remote team.

Nice to have - Previous work in customer service, hospitality, travel, or a similar customer-facing field.

Benefits and work setup - Full-time remote work at 40 hours per week with a one-hour meal break. Applicants must live in the United States, excluding California and New York, and remain based in one state. - Must be able to work one listed Eastern Time schedule: Sunday–Thursday or Tuesday–Saturday, with shifts of 8 a.m.–5 p.m., 11 a.m.–8 p.m., or 5 p.m.–2 a.m. - Annual bonus of up to $3,000, subject to company targets and eligibility; 15 days of leave, increasing to 20 after two years. - Healthcare plan with a stated $10,500 company contribution and fully covered plan options, plus a 401(k) match. - Annual budgets of $500 for working from home and $250 for training; TSA PreCheck, $750 in annual tour credits, and discounts on tours and activities.