Member Services Specialist

Overview

In 1979, our founding editor left corporate life to travel the world. In his desire for authenticity, he sought out small hideaways in unspoiled corners of the globe, sharing his findings through a monthly newsletter under the pen name Andrew Harper. Over the years, the Hideaway Report evolved into a members-only luxury travel site with an expanded menu of curated content, including in-depth articles about a destination’s best hotels, restaurants, sightseeing and activities, as well as articles on villas, cruising, tours and sample itineraries. At Andrew Harper, an Internova Travel Group company, members enjoy full-service trip planning and exclusive travel perks at top-tier hotels, villas, cruises, safaris and beyond. Additionally, they gain entry to private auctions and receive year-round exclusive offers from esteemed hotels and travel partners globally. Members receive access to private auctions and ongoing offers throughout the year from favored hotels and travel partners around the world.  Click here for more information about Andrew Harper.

Responsibilities

Supporting the overall member experience, the primary objective of this role is to provide exceptional communication and service to all current and prospective members and positively impact member engagement, satisfaction, growth, and retention.

Responsibilities include, but are not limited to, communicating directly with members, answering general questions about Andrew Harper, facilitating travel leads and other inquiries, resolving and escalating issues relating to the membership experience, and providing general administrative tasks to support the business.

• Positively impact every member (and potential member) interaction with timely professional and personable correspondence via phone calls, emails, and web chats, while resolving issues, providing technical support, building rapport, providing exemplary service and championing the unique values of Andrew Harper.
• Engage to impact the conversion of members and potential members into transactions through membership upgrades, renewals, referrals, plus encouraging and warming leads for the travel office.
• Conduct general ongoing responsibilities such as guest arrival notices, managing calls/chats/emails, maintaining accurate information in databases, Clientbase, and H360, updating profiles, recording interactions, and more.
• Resolve or escalate member/customer issues to the appropriate department or manager as needed.
• Contribute to tasks as defined by the partner support manager, such as processing hotel and travel partner updates in H360, researching partner-related information, assisting with project-planning, report building, and more.

Qualifications

• Bachelor's degree or equivalent experience required
• 2+ years of customer service experience.
• Create positive first impressions with customers.
• Exceptional written and verbal communication skills.
• Ability to listen and identify problems and offer solutions.
• Detail-oriented, deadline-driven, team player.
• Ability to manage high volumes of inbound and outbound communication.
• Proficiency in applications such as Microsoft Excel, Word, and PowerPoint
• CRM database experience.

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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