Note: The job is a remote job and is open to candidates in USA. JPMorganChase’s Chase Travel helps customers plan and book luxury travel while delivering service excellence. The Servicing Travel Advisor III supports internal and external customers with travel reservation inquiries, resolves complex issues, negotiates with vendors, and assists other advisors with policies, booking applications, escalations, and best practices.

Responsibilities

• Respond to customer inquiries related to travel arrangements and resolve issues by focusing on short- and long-term fixes, serving as both a company and customer advocate, and applying root-cause resolution tactics
• Collaborate with internal teams to troubleshoot, learn, and deliver timely resolutions, with a high regard for accuracy
• Maintain knowledge of all client programs, products, and procedures, and support various online booking tools and multiple websites
• Effectively negotiate with vendors and external customers to reach an acceptable resolution for all parties, including issues with loyalty points, redemptions, program exceptions, and fee waivers
• Maintain high levels of call quality based on outlined criteria; maintain an appropriate level of confidentiality regarding information shared and observed. Keep your immediate supervisor fully informed of all issues or unusual matters of significance and take prompt corrective action where necessary, or provide suggestions for alternative courses of action
• Assist other Travel Advisors in real time with questions related to traveler policies and different booking applications; coach Advisors on best practices for servicing all customers; monitor and manage agent errors, escalations, and customer exceptions; and update tracking information in a database
• Provide a professional level of energy and enthusiasm, as well as strong working relationships, when partnering with internal and external customers and all departments to increase quality and customer service levels

Skills

• High school diploma or equivalent
• Two or more years of experience in the travel industry, including intermediate to advanced knowledge/proficiency of the Global Distribution System (GDS) and/or other technology platforms, including self-booking tools
• Demonstrated effective communication and interpersonal skills to manage internal and external customer issues
• Working knowledge of Microsoft Office programs such as Excel, Word, and Outlook; ability to quickly learn technical concepts
• Excellent time management and multitasking ability, including advanced knowledge/proficiency using multiple screens in an online environment
• Ability to work independently, while also functioning as a team member
• Applicants must be authorized to work for any employer in the U.S
• We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time

Benefits

• Commission-based pay for eligible roles
• Discretionary incentive compensation for eligible roles, paid in the form of cash and/or forfeitable equity
• Comprehensive health care coverage
• On-site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching
• Remote work in Florida

Company Overview