How youll help us Keep Climbing (overview & key responsibilities)
As a Customer Care Specialist, you will play a critical role in delivering exceptional service by addressing and resolving customer inquiries and issues. This position requires strong problem-solving skills, attention to detail, and the ability to balance customer satisfaction with the companys financial goals. Your efforts will ensure a positive customer experience while upholding organizational standards and policies.
Summary of responsibilities (not comprehensive of all tasks):
Respond promptly and professionally to customer inquires through various channels, including phone, email, and chat
Provide accurate and timely information about company products, services, policies, and procedures
Research and analyze customer issues to identify the root causes and determine appropriate solutions
Document all customer interactions and resolutions accurately in the companys systems, including completing service tracking forms in Navigator
Proactively follow up with customers to ensure resolution and satisfaction
Adjust bookings, payable billings, and fees, and authorize refunds, credits, and vouchers
Determine net and gross amounts for refunds and process financial adjustments accurately
Work with suppliers and internal departments to determine refund amounts and secure reimbursements
Report accurate financial information to Accounting Operations for payments and supplier reimbursements
Adjust books and inventory for hotel change reports and make corrections in Navigator as needed
Collaborate with internal teams and suppliers to address complex customer issues or escalate when necessary
Evaluate situations to balance customer satisfaction with financial and operational impacts on the company
Identify opportunities to improve processes and enhance the overall customer experience
Comply with all corporate and departmental policies, and procedures
Attend and actively participate in meetings related to assigned responsibilities
The starting pay is $18.98 per hour.
Benefits and Perks to Help You Keep Climbing
Competitive salary, pro?t sharing program, and performance incentives
401(k) with generous company contributions up to 5
Paid time off including vacation, holidays, paid personal time, maternity and parental leave
Comprehensive health bene?ts including medical, dental, vision, short/long term disability and life bene?ts
Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
Domestic and International space-available flight privileges for employees and eligible family members
Lateral and promotional career opportunities
Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
Recognition rewards and awards through the platform Unstoppable Together
Access to over 500 discounts, specialty savings and voluntary benefits through Delta Perks such as car and hotel rentals, Delta Vacations Packages, auto, home, and pet insurance, legal services, and childcare
What you need to succeed (minimum qualifications)
High School diploma or general education degree (GED) required
Strong written and verbal communication skills
Ability to manage multiple tasks, prioritize work, and meet deadlines
Ability to handle customer inquiries and resolve issues professionally
Proven reliable and committed by maintaining excellent attendance, performance, self-motivation and goal attainment
Embraces diverse people, thinking and styles
Familiarity with Delta Vacations (DLV) product lines, destinations policies, and reservation systems
Proficiency with PC applications, including Microsoft Word and Excel
Consistently makes safety and security, of self and others, the priority
This role is working in the office at the Customer Engagement Center in Minot, North Dakota or Virtual
What will give you a competitive edge (preferred qualifications)
Associates degree or higher in Business Administration or related fields
Two years of travel industry experience preferred
