FROSCH Corporate Travel Advisor II, REMOTE

Job Description

JOB DESCRIPTION
You are passionate about the travel industry, enjoy problem-solving, and share our common goal: to help our customers plan and book travel with ease. Join Chase Travel and help us build the future of travel while taking your career to new heights…
Job Summary:
As a Corporate Travel Advisor in FROSCH (CTJ), you will support both internal and external customers with questions related to reservations and escalated situations. Travel Advisors are problem solvers and service specialists. They take the necessary steps to recognize, research, and resolve issues through diagnosis and discussion of a particular problem with a focus on delivering service excellence. Pro-actively work with external providers to negotiate an appropriate resolution and to minimize costs in a timely manner, while ensuring a seamless customer experience.
Job responsibilities:
You will respond to customer inquiries related to travel arrangements and resolve issues by focusing on short and long-term fixes
You will collaborate with internal teams to troubleshoot, learn, and deliver timely resolutions holding a high regard for call quality and accuracy
You will support on-line booking tools and information regarding all client programs, products, and procedures
You will effectively negotiate with vendors and external customers to reach an acceptable resolution for all parties including issues with loyalty points, redemptions, program exceptions, waiving of fees, etc.
You will monitor and manage agent advisor errors, escalations and customer exceptions and update the information in a database used for tracking purposes
You will assist other travel advisors with questions on a real-time basis related to traveler policies and different booking applications, coaching advisors on best practices to service all customers
You will maintain a favorable working relationship with all departments to result in increased quality and customer service levels
You will maintain appropriate levels of confidentiality for all information shared and observed
Required qualifications, capabilities, and skills:
High School Diploma or GED
2 or more years of customer interaction/support experience
2 or more years of experience working in the travel industry
2 or more years of experience working in a Global Distribution System (GDS) and/or other technology platforms including self-booking tools
Demonstrate effective communication and interpersonal skills
Working knowledge of appropriate Microsoft office programs such as Excel, Word, and Outlook.
Effectively manage internal and external customer issues
Advanced knowledge / proficiency using multiple screens in an online environment
Ability to work independently and also function as a team member
Preferred qualifications, capabilities, and skills:
2 or more years of inbound call center experience
Shift / Schedule Information:
Work schedules will vary. Candidates must be able to work schedules during our operating hours, which include evenings and weekends. Specific information will be provided by the Recruiter. This position requires that you attend the training as scheduled. The training hours may not coincide with your regularly scheduled hours.
ABOUT US
Chase is a leading financial services firm, helping nearly half of America?s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants? and employees? religious practices and beliefs, as well as any mental health or physical disability needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans
ABOUT THE TEAM
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We?re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions ? all while ranking first in customer satisfaction.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies