Customer Care Representative

What We Offer

• Pay: $15/hour plus bi-weekly incentives.
• Training: Paid initial training and ongoing development to support your growth and success.
• Equipment: We’ll provide you with the computer equipment and headset needed to work remote.
• Support: Our internal support team is available real-time to help you be successful.
• Benefits: Eligible 90 days after hire to include medical, dental, 401K, paid time off, and more.
• Travel Perks: Experience the industry through discounted cruises, access to travel agent rates, and more.
• About the Company
• World Travel Holdings is the nation’s largest cruise agency and an award‑winning leisure travel company with nearly 40 travel brands. Headquartered in Fort Lauderdale, FL, we offer a people‑focused culture with a strong commitment to employee engagement and remote work. Learn more: WorldTravelHoldings.com
• Key Responsibilities
• Handle 2–3 inbound service and reservation calls per hour with efficiency and professionalism.
• Accurately process requested changes to existing reservations in a timely manner.
• Adhere to our Customer Connection methodology to ensure customers receive a remarkable experience.
• Utilize available resources to efficiently handle customer requests independently and accurately.
• Navigate through multiple browsers and systems, chat via instant messaging, and respond to emails all while maintaining an engaged conversation with our customer.
• Remain accessible and responsive via phone, email, and chat during scheduled work hours.
• Consistently meet or exceed performance goals and maintain productivity standards.
• Engage in team meetings and training to build knowledge and stay informed of company initiatives.
• Qualifications
• Schedule Adherence: Reliable and available to work a full-time schedule between 35-45 hours/week based on business needs
• Service-Oriented: Ability to consistently deliver exceptional customer service by resolving issues efficiently, aiming for one-call resolution, and maintaining a high level of attention to detail.
• Tech Savvy: Strong typing skills and proficient with internet navigation, chat, email, and Microsoft Office.
• Communication: Ability to communicate through all mediums (verbal, listening, written) and confidence to make outbound, follow-up calls to customers.
• Receptive: Open to receive coaching feedback through regular meetings and apply learnings.
• Dexterity : Able to concentrate and sit or stand at a desk while viewing a computer screen repetitively and answering the phone for each scheduled shift.
• Remote: Self-motivated and adaptable to succeed in a structured virtual call center with reliable internet (at least 5.0 Mbps upload / 10 Mbps download).
• Workspace : Must have a private, distraction-free workspace where you can focus. To avoid overlap, your home office must be in a different residence from any other World Travel Holdings remote employee.
• Work Schedule
• Full-time schedule (35–45 hours/week) based on business needs
• Training: Monday–Friday, 10:00 AM – 7:00 PM EST for 6 weeks
• Post-Training Schedule: Assigned shifts may fall between 10:00 AM – 11:30 PM EST, including weekends, holidays, and non-consecutive days off
• Ongoing Scheduling: Quarterly shift bids with schedules that may range between 6:00 AM – 2:00 AM EST

Compensation and Benefits

• Compensation Overview:
• Paid Training: $15/hour, with comprehensive onboarding and ongoing development
• Earnings Potential: Post-training compensation includes $15/hour plus biweekly performance incentives, with the opportunity to earn up to an additional $1.25 per hour
• Benefits Overview:
• Comprehensive medical, dental, and vision coverage
• Company-paid life and disability insurance
• 401(k) with discretionary company match
• Paid time off and holidays
• Travel discounts and employee perks
• Employee Assistance Program (EAP)
• Professional development and learning opportunities

EEO Statement