Customer Care Representative

Customer Care Representative

Location: Remote (U.S.)

About the Role

Help customers, solve problems, and work from home.
If you enjoy helping people and want a stable remote role with benefits, we’d love to hear from you.

World Travel Holdings is hiring friendly Customer Care Representatives who can handle inbound service and reservation calls, resolve requests efficiently, and create positive, remarkable experiences with our guests - all while working from home.

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 inbound service and reservation calls with professionalism and care
• Resolve customer requests efficiently, aiming for one‑call resolution whenever possible
• Process changes to existing reservations accurately and in a timely manner
• Use internal tools and resources to independently assist customers
• Navigate multiple systems while chatting, emailing, and speaking with customers
• Remain responsive and available during scheduled work hours
• Meet or exceed performance, quality, and productivity goals
• Participate in team meetings and continuous training to stay informed and educated.

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.
• Work From Home: Self-motivated and adaptable to succeed in a structured virtual call center with reliable cable or fiber optic 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 current remote employee.

Work Schedule & Travel

• 6-week training schedule: Monday-Friday, 10am-7pm EST.
• 1^st schedule post-training: You’ll be assigned a schedule based on business needs, lasting several weeks until the next shift bid. Shifts may fall between 11:00 AM–11:30 PM EST, Sunday through Saturday, and include weekends, holidays, and non-consecutive days off.
• Shift-Bid scheduling: Schedules change quarterly based on shift-bid rankings and vary between 6:00 AM–2:00 AM EST, Sunday–Saturday. Schedules include weekends, holidays and non-consecutive days off.

Compensation and Benefits

Pay Rate: $15/hour plus bi‑weekly incentives

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

World Travel Holdings is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to any status protected by applicable law.