Support Services Specialist - Travel

Travel Leaders Network (www.TravelLeaders.com), as one of the largest sellers of luxury travel, cruises and tours in the industry, is a passionate community of travel professionals focused on mutual success. Representing approximately 5,700 travel agency locations across the United States and Canada, this Network uses the power of its parent company, Internova Travel Group, to assist millions of leisure and business travelers annually.

Travel agent members who belong to Travel Leaders Network have access to meaningful supplier partnerships, innovative technology that integrates with industry-leading marketing, exclusive value-added programs and member support and training that only a company with their size and strength can offer. Travel Leaders Network gives their members everything they need to grow as a Leader and inspire more people to travel better.

The Support Services Specialist serves as a frontline resource providing highquality support to TLN owners, advisors, and internal partners across North America. This role operates in a fastpaced, highvolume environment and is responsible for resolving inquiries efficiently, documenting issues and solutions, and ensuring a consistently professional customer experience. The Specialist acts as a key liaison between advisors and internal TLN teams, contributing to problem resolution, process improvement, and knowledge sharing across the organization.

Provide phone, email and chat case support in a high-volume, fast-paced call center environment
• Deliver professional, friendly service to internal teams and external members
• Accurately document issues, resolutions, and knowledge articles in internal systems
• Utilize Salesforce and Microsoft Office, email, and internal support tools with advanced proficiency
• Communicate clearly and effectively in writing and verbally; maintain thorough documentation
• Plan, prioritize, and multitask effectively while adapting to changing demands
• Assist with training and knowledge transfer in one-on-one and group settings
• Analyze issues, evaluate options, and develop actionable solutions
• Exercise sound judgment and timely decision-making when resolving problems
• Collaborate cross-functionally to research, resolve, and communicate reported issues

• 3+ years experience in the travel industry, preferably with travel advisor or worked with travel advisors background
• Detailed oriented while coordinating and managing multiple tasks simultaneously
• Familiarity working with US and Canada industry suppliers
• Must have strong analytic skills, problem solving and decision making skills
• Works well under pressure, ability to set priorities, solve problems and strong customer service skills
• Maintain superior use of all Microsoft Office Products and ability to learn new technologies
• Must be a self-starter and highly motivated
• Ability to work in a team environment professionally
• ClientBase, VacationCRM or Travel CRM's experience a plus
• Salesforce experience a plus
• Minimal travel (5%). Participation is optional.

PAY AND BENEFITS

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company's financial goal achievement and individual performance.

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.

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