Inbound Customer Service Agent

Help travelers enjoy every step of their journey. Grand Circle is seeking customer-focused Travel Advisors to start on 11/30 to support travelers who have already booked their trips. In this fully remote role, you will answer questions, resolve issues, protect the customer relationship, and help travelers confidently manage their reservations and itineraries.

No two calls are alike. In one shift, you might update an address, rework a flight after a schedule change, or untangle a multi-part billing question, often without a script and while using several systems. You will support travelers by
phone and email, with additional channels planned as our omnichannel service grows.

Is This Role Right for You?

You will thrive here if you enjoy solving puzzles, stay calm when conversations take unexpected turns, learn new tools quickly, and prefer variety over routine. This role may not be the right fit if you prefer predictable, highly scripted work.

What You’ll Do

• Handle a high volume of inbound calls while assisting travelers with managing their reservations, from quick
updates to complex, multi-part issues requiring research and judgment.
• Update traveler contact information, modify reservations, process payments, manage airline tickets, reset online
access, and provide general itinerary information.
• Follow up on customer requests through email and outbound calls.
• Communicate comprehensive information to travelers, including details about Grand Circle products and policies.
• Document all customer interactions and call notes accurately in assigned programs.
• Work efficiently across 5–7 programs and three monitors to resolve inbound calls.
• Excel in a values-focused environment by demonstrating Open & Courageous Communication, Risk Taking,
Emotional Maturity, Thriving in Change, Teamwork, Speed, and Quality.
• Work in a metrics-driven environment that measures average handle time, after-call work, speed to answer, hold
time, attendance, schedule adherence, post-call surveys, and values assessments.
• Build connections with travelers and respond with empathy when a trip is canceled, a world event changes an
itinerary, or a request cannot be fulfilled.
• Investigate issues that are not black and white, use critical thinking and sound judgment, identify available options
within company policy, and help preserve the customer relationship when plans change.

What You Bring

• At least 2+ years of experience working in a call center environment and handling inbound, customer service focused calls.
• Proven ability to handle customer conversations confidently in an unscripted environment.
• Strong problem-solving and critical-thinking skills, with comfort in situations that do not have a clear-cut answer.
• Ability to handle challenging calls with empathy, use sound judgment, and identify options that help preserve the
customer relationship.
• At least 1 years of experience working remotely; preference is given to candidates who have started a new role and
completed training remotely.
• Technology agility: Ability to work efficiently across evolving legacy and next-generation systems to deliver
accurate traveler support.
• Continuous adaptability: Ability to learn new skills quickly and remain effective as tools, processes, and business
priorities change.
• Reliable hardwired internet access; Wi-Fi connections are not permitted.

Grand Circle | Remote Inbound Customer Service Agent

Compensation & Benefits

Base pay is $18.00 per hour, with eligibility for an annual incentive bonus. As an added perk, associates may have opportunities to earn extra income through overtime during peak booking and travel seasons, based on business need.

• Health and wellness: Heavily subsidized medical, dental, and vision coverage, plus wellness resources and virtual fitness opportunities.
• Time off: Substantial PTO, 11 paid holidays, and paid volunteer time.
• Travel privileges: 50% off trips for you and a companion, 25% off for additional immediate family members, and
exclusive quarterly associate offers.
• Financial and development benefits: 401(k) with company match, life and disability insurance, tuition
assistance, professional development, pet insurance, and home and auto discounts.

Training & Work Schedule

Training: Six weeks, Monday–Friday, 9:00 a.m.–5:00 p.m. ET.
Initial production schedule: For approximately the first 4–6 months, one of these schedules will apply:

• Sunday–Thursday: Sunday, 10:00 a.m.–6:00 p.m. ET; Monday–Thursday, noon–8:00 p.m. ET.
• Tuesday–Saturday: Tuesday–Friday, noon–8:00 p.m. ET; Saturday, 10:00 a.m.–6:00 p.m. ET.