Travel Support Specialist-Empower Cruise

Job Summary:
Empower Cruise Support Services is responsible for facilitating day-to-day questions from advisors that require assistance in resolving support queries regarding the Empower Cruise booking platform

• Responsible for supporting questions on navigating the Empower Cruise booking platform.
• Provide overall customer service and support.
• Research and troubleshoot all service desk questions.
• Working in Salesforce Cases environment, action or reassign case inquires.
• Responsible for handling calls, emails, and remote desktop share to facilitate from point of contact to resolution.
• Escalate complex problems to higher level of expertise and work with internal teams and departments within the organization and vendor.
• Guide and or assist Advisors with all aspects of the Empower Cruise booking platform.
• Understanding of TLN programs and products.
• Assist in building training documents for Empower Cruise users.
• Onboarding of new advisors to Empower Cruise.

• Associate Degree preferred or the equivalent job experience
• Knowledge of the cruise industry
• 2-3 years customer service experience
• Knowledge of investigating and collection techniques
• 3+ year travel industry experience – preferred
• Excellent customer service and communication skills
• Flexible and able to work under pressure
• Organized and strong attention to detail
• Able to multi-task
• Problem-solving skills
• Critical thinking skills
• Experienced with MS Office and Salesforce
• Self-motivated with the ability to work independently and as part of a team

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

Our benefit offerings include medical insurance, meal tickets, transportation allowance, paid time off, discounted employee travel options, access to LinkedIn Learning webinars and courses

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