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Luxury Client Services, Escalation Manager - #1812

Location: Houston
Posted on: May 16, 2022

Job Description:

Job DescriptionFROSCH has a terrific opportunity for a seasoned travel professional in customer service as a Luxury Client Services, Escalation Manager. FROSCH values the talents and abilities of our Luxury Leisure Travel Advisors and seeks to foster an open, cooperative and dynamic environment in which employees thrive. We truly believe that the success and growth of our employees has driven us to become a global leader in Travel Management.As an Escalation Manager you will be responsible for managing customer escalations while maintaining a strong relationship with our clients. Job Details:

  • Manage high level communication with clients and internal leadership on all escalations from engagement to resolution.
  • Point of contact for cruise, tour and vendor questions for travel advisors and concierges
  • Setting up logins and communicating benefits of preferred travel suppliers
  • Audit bookings for coaching opportunities to increase productivity and ensure compliance with preferred vendors
  • Oversee several teams of advisors, ensuring compliance in company policies and procedures
  • Champion FROSCH core values and Delivering the Unexpected to team members
  • Utilize all preferred vendors, vendor programs, resources, and tools to bolster FROSCHs working industry relationships
  • Project positive attitude with high energy, diplomacy, and creativity in work strategies
  • Embody FROSCH Core Values at all times: Respect, Integrity, Excellence, Communication, Commitment and Delivering the Unexpected Requirements
    • Recent, successful experience managing a team of employees
    • Consistent demonstration and application of best practices within the Travel/Tourism industry
    • Excellent verbal and non-verbal communication and honed persuasive speaking
    • Proven track record of developing sound, professional relationships
    • Expertise in developing and implementing operational projects within target deadlines
    • Intermediate to expert proficiency with Microsoft Windows operating system and Microsoft SuiteBenefits
      • Opportunity to make a difference in a growing global company
      • Strong collaborative environment
      • Medical, Dental, and Vision plus 17 supplemental benefits
      • IATA and LifeMart benefits
      • Gym Reimbursement
      • Continued Industry Training
      • Employee Recognition ProgramWe aspire to define ourselves as the travel company of choice, to deliver industry-leading expertise and service to our customers and build on the tremendous pride our employees have in all they accomplish. We will continue to align our resources to further integrate leading technologies into our customer experience. Through it all, we will remain faithful to our core values; Respect, Integrity, Excellence, Communication, and Delivering the Unexpected.Equal Employment Opportunity Policy StatementFROSCH provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, FROSCH complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Keywords: FROSCH TRAVEL, Houston , Luxury Client Services, Escalation Manager - #1812, Executive , Houston, Texas

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