Guest Relations Customer Service Specialist

SALARY RANGE: $55,000 to $65,000 annually

POSITION SUMMARY:
The Guest Relations Customer Service Specialist serves as a key point of contact for guests, travel advisors, and Tauck Directors who require customer service follow-up assistance that does not involve a formal complaint or expression of disappointment. This role is responsible for resolving a wide range of service-related inquiries, coordinating with internal departments and external partners, and ensuring a seamless, positive guest experience that reflects Tauck’s high service standards.

This person will manage diverse guest service needs including (but not limited to) Protection Plan claims assistance, policy questions and information verification, support for lost, delayed, or stolen baggage and personal items, post-tour refund assistance, travel voucher reissues and extensions, resolution of incidental charges, pre- and post-hotel refund processing, documentation support, and general follow-up requests. Success in this fast-paced role requires strong knowledge of policies and procedures, sound judgment, efficient time and resource management, keen attention to detail, the ability to multitask and follow through, and the capacity to manage multiple cases to resolution.

KEY RESPONSIBILITIES: 
Support & Follow-Up

• Handle incoming service calls, emails, and mailed correspondence that require customer service follow up.
• Act as an advocate for the guest by researching issues, coordinating internally, and providing clear, timely communication and updates.

Collaboration & Quality Assurance

• Collaborate with both internal teams and external partners to bring accurate and efficient resolution to guest issues. 
• Maintain compliance with Tauck policies, service standards, and data accuracy requirements.
• Identify trends in guest inquiries and proactively share insights with leadership to support continuous improvement of processes and the guest experience.

KNOWLEDGE/SKILL REQUIREMENTS:

• 2–4 years of customer service, guest relations, or travel/hospitality experience
• Strong written and verbal communication skills
• Proven ability to manage multiple cases and follow through to resolution
• High level of attention to detail and strong organizational skills
• Demonstrated ability to quickly learn and apply policies and procedures to ensure efficient, high-quality service to guests.
• Must be available to work on site in our Wilton, CT office