Job Details
**Client Support Specialist**
at arrivia Carlsbad, CA **About This Job:**
The Client Support Specialist position is a mid-level individual contributor. The client support specialist specializes in a high level of customer service, assisting with both members and clients. This position responds to member and client complaints, concerns, and questions in a timely manner with satisfactory resolution. The client support specialist is expected to adhere to all policies and procedures of the department. Decisions are based on search and discover with large interaction with other departments.
**Responsibilities:**
* Investigate customer service issues that may include customer complaints, resolutions with renewals, enrollment disputes, account mishaps, T&C contract confusion and BBB complaints.
* Investigate reservation issues with members where client support specialist acts as a liaison between the client and **arrivia**.
* Respond and follow up on client emails, phone calls & text messages
* Follow up with concierge team (customer facing) complaints
* Ensure that any existing escalated issues that were initially sent to the team has been resolved.
* Provide excellent customer service and demonstrate respect to others
* Maintain technical skills and enhance professional knowledge through continuing education opportunities
* Maintain good working relationships with co-workers, departments, vendors, and partners
**Qualifications:**
* 2+ years of experience working in a fast-paced customer service environment
* Spanish speaking highly preferred
* Business to business customer service experience preferred
* Excellent communication and customer service skills
**Who We Are:**
Welcome to ***arrivia***. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, were a merger of three powerhouse brands (in case youve heard of us in the travel industry) combining ICE, SOR Technology and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.
Were focused on building a customer-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us, as we continue our path to deliver innovative solutions and take charge of change. The adventure is only beginning. Were on a mission to help people around the world travel better and experience more. Our team members bring world-class skills to the table to create extraordinary memories for our partners and members.
**Our Core Values:**
Here at ***arrivia*** we
* **Stay Curious** - Explore new challenges and make space to learn, grow and improve
* **Keep it Real** - Earn trust through open, honest and clear communication
* **Own it** - Seek ways to make an impact and take action.
* **Win Together** - Create a culture of connection and inclusion where everyone can be their best
**Additional Benefits**:
* *Exclusive Employee Travel Rates on Cruises, Resorts & Hotels, Tours, Car Rentals*
* Medical Health Insurance
* Dental & Vision Coverage
* 401K Plan
* Long Term Disability & Life Insurance
* Pet Care Insurance
* Legal Insurance
* Flexible Spending Accounts (FSA)
* Employee Assistance Program
* Dedicated Employee Enrichment & Recognition Programs
* Special local, dining and merchandise offerings
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