• Job Description

  Req#: 210458353
  Job Summary:

  In this role you will use your training and knowledge to serve as a trusted travel advisor, identify individual customer needs, and provide them with exciting travel solutions. You will assist customers with redeeming their credit card points for travel experiences including, but not limited to airline tickets, car rentals, hotel accommodations, and travel insurance. You will support our customers by providing product and service information that will assist them in understanding the benefits we offer through our travel rewards loyalty program. In addition, you will assist customers in resolving issues including, but not limited to changes in travel plans, as well as troubleshooting issues relating to our travel website.

  Job responsibilities:

  • Provide swift, thorough, friendly, and effective customer service to all internal and external customers, remaining focused on creating great customer experience and loyalty
  • Use your in-depth knowledge and training to delight customers with customized travel experiences and help them make the most of their rewards
  • Resolve product or service issues by clarifying the customer’s concern: determining the cause of the problem, selecting and explaining the best solution to solve the problem, and expediting correction or adjustment
  • Maintain comprehensive working knowledge of all programs, tools and systems while achieving and maintaining individual monthly metrics
  • Engage in cross-training that equips you to deliver personalized travel arrangements and support for customers with multiple types of reward accounts
  • Participate fully as a team to assist as needed in completing all functions related to servicing the client, including offering additional products that meet their needs
  • Work a flexible schedule, when needed, to attend staff meetings and ongoing provided training designed to help you stay informed of all airline rules and regulations, other travel industry requirements, program guidelines, as well as any office procedures that will set you up for success assisting our customers

  Required qualifications, capabilities, and skills:

  • High school diploma or GED
  • Customer Service, Product Knowledge, Quality Focus, Problem Solving, Sales, Documentation Skills, Listening, Phone Skills, Resolving Conflicts, Analyzing Information, Multi-tasking
  • Strong computer skills and proficiency with technology platforms using multiple screens in an online environment
  • Ability to work independently while also working well with a team of other Travel Specialists

  Preferred qualifications, capabilities, and skills:

  • Minimum of 1 year of inbound call center and/or travel industry experience
  • Experience using Global Distribution System and self-booking tools

  Shift / Schedule Information:

  Our operational hours are commonly 6:00 AM – 1:00 AM, Monday through Sunday. Shifts are expected to be afternoon/evening hours and will include at least 1 weekend day.

• About the company

  J.P. Morgan is a leader in financial services, offering solutions to clients in more than 100 countries with one of the most comprehensive global product platforms available. We have been helping our clients to do business and manage their wealth for more than 200 years. Our business has been built upon our core principle of putting our clients'​ interests first.

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