Job Post

Customer Relations Agent

400 1st Avenue
Needham, MA 02494
Job Description Responsible for priority escalations from various sources including customer support team, TripAdvisor management, legal department, public relation & social media sources, as well as issues filed with external consumer agencies
Research, analyze and resolve customer (internal and external) issues by e-mail and phone in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions appropriate, while maintaining ownership of the issue
Triage, analyze, and log bugs within the appropriate internal channels
Manage case intake and resolution to ensure response time goals are met
Work closely with the Customer Relationship Manager in managing escalations efficiently across regions and provide helpful insights to improve TA customer service through reduced complaints
Other duties and projects as assigned Skills and Requirements:
  • Customer-centric attributes and traveler-focused with the ability to work effectively and professionally with both internal and external Customers
  • Essential skills include problem solving, negotiation, instruction, supervision, persuasion, multi-tasking and risk mitigation as well as data analysis and research skills
  • Ability to work in high stress environment; managing stress in a professional manner
  • Track record of exhibiting good judgment and common sense. Skilled in fair and impartial judgment
  • Strong verbal and written English language communication skills
  • Ability to assess Customer needs and adjust communication style accordingly
  • Excellent interpersonal skills with ability to positively influence others
  • Ability to work independently and collaborate with teammates
  • Ability to work in a potentially high-stress environment
  • Strong technical skills and computer knowledge, including all Microsoft Office programs
Category: Customer Success

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