Customer Service Representative - Roswell - WorldVia

Description

Are you a people-person with exceptional communication skills? Do you enjoy helping members and finding solutions to their problems? If so, we have the perfect opportunity for you

We are seeking a customer service candidate for our Member Success Specialist role to join our dynamic team. As a Member Success Specialist, you will act as a liaison between our company and our agency members, providing top-notch service and support to ensure their satisfaction.

The ideal candidate is genuinely excited about helping members and is patient, empathetic, and passionately communicative. You love to talk and understand the value of good communication skills. You can put yourself in your members' shoes and advocate for them when necessary. Member feedback is priceless, and you know how to gather it. Problem-solving comes naturally to you, and you are confident in troubleshooting and investigating to resolve complaints.

As a Member Success Specialist, you will manage incoming phone calls, emails, and live chats (Our call volume is minimal, but emails and chats are growing), providing accurate, valid, and complete information using the right methods/tools. You will also meet personal and team revenue targets and support request-handling quotas.

To be successful in this role, you must have previous customer support or client service experience, strong phone contact handling and active listening skills, and the ability to adapt/respond to different types of communication styles. Excellent verbal and written communication skills, the ability to multi-task, prioritize, and manage time effectively, and a high school diploma are also required.

Additionally, you must reside in the Greater Atlanta area and be legally authorized to work in the U.S. You must also be available to work at our Roswell, Georgia Headquarters, between 9 AM to 6 PM, Monday through Friday. No weekends

Join our team and help us ensure excellent service standards, respond efficiently to member inquiries, and maintain high member satisfaction. Apply now

About WorldVia

As part of an exciting and innovative team, you will be working in a startup atmosphere focused on rapid program iteration while being able to leverage the resources of an established and profitable company that is one of the top 50 largest sellers of travel in the United States. With incredible products in development, Travel Quest Network, and its parent company, WorldVia, are on the leading edge of consumer travel marketing and sales.

We are building products and services that will be used by thousands of travel business owners and travel advisors across the country, all supporting our aspiration of being the premier platform for starting and growing a travel business.

Every team member is critical in the decision-making process to ensure we achieve our potential.

Working at WorldVia

At WorldVia, we're looking for structured thinkers full of passion, ambition, and kindness. We'd love for you to apply even if your experience doesn't precisely match the job description. Your experience, skills, and interests will help you stand out—especially if your career has taken extraordinary twists and turns. We welcome people of diverse backgrounds and perspectives who aren't afraid to challenge assumptions and the status quo. Join us.

Essential Responsibilities

• Respond to member agency inquiries through a variety of channels including telephone (inbound and outbound), video calls, email, and live chat.
• Determine the quickest, most effective way to resolve member needs.
• Provide introductory information to new members.
• Ensure that members understand and are delighted about our programs.
• Inform members about additional products and services to help grow their business.
• Identify and escalate advanced queries and concerns.
• Troubleshoot common issues with a product or service.
• Collaborate with the Agency Services team and other departments to find appropriate solutions.
• Maintain and update information systems to keep accurate member records and document solutions.
• Explain issue resolution and coach members the on appropriate corrective action.
• Meet personal and team revenue targets and support request-handling quotas.
• Experience in the travel industry is a plus.

Requirements

• 2+ years of customer/client support experience, preferably using a CRM/Support Desk platform
• Understands and can demonstrate success in the importance of the member experience
• Engaging, empathetic verbal and written communication skills
• Phone contact handling and active listening skills
• Ability to adapt/respond to different types of communication styles and with all levels of internal/external contacts
• Ability to multi-task, prioritize, and manage time effectively
• Resourceful and able to self-manage
• Good researching skills
• High school diploma
• Must reside in the Greater Atlanta area and be legally authorized to work in the U.S.A.
• Must work at our 70 Mansell Court, Suite 100, Roswell, Georgia Headquarters, between 10 AM and 8 PM, Monday through Saturday.

Benefits

• Employer-Sponsored Medical and Dental Insurance with Employee Contribution
• Fully-Funded Life Insurance (1x salary) & LTD (Long-Term Disability Insurance)
• Optional Employee-Paid Vision Insurance and STD (Short-Term Disability Insurance)
• 401(k) with up to 4% Company Match
• Paid Time Off + Company Holidays
• Additional Time Off for Your Birthday and Work Anniversary
• Discount Travel Program

Our Team Members:

• Are fundamental optimists who believe that no industry compares to the travel industry.
• Go to extraordinary lengths to distinguish ourselves through world-class work.
• Prioritize quality over speed and speed over scope.
• Desire to work with deeply kind, mission-driven people.
• Strive to make the complex simple.
• Use first principles to debate ideas, test assumptions, and make decisions.
• Seek the truth by putting data above opinions.
• Assume good intent and give tactical feedback to help each other get better.
• Hold no ego—when our customers win, we all win.

We are seriously committed to your professional development and growth.

• You will set your own monthly goals aligned with our ambitious strategy.
• You will have our collective support in achieving significant wins—and personal coaching from your manager.
• You will be encouraged to take risks, try new things, and be creative with your work.
• You will have many opportunities to exchange and engage in feedback.
• You will be offered continual chances to stretch yourself and raise your own "bar."
• You will be rewarded for achieving excellence and mastery.