Delta Vacations, Vacations Service Specialist

As a Vacations Service Specialist, you will utilize your advanced technical knowledge to support the Vacation Sales and Service team, as well as customers. In this role, you will professionally address, and resolve inquiries, and concerns related to Delta Vacations products, policies, and procedures. Your expertise will contribute to delivering seamless and informed customer experience, ensuring all interactions reflect the high standards of Delta Vacations.

Summary of responsibilities (not comprehensive of all tasks):

• Service inbound customer calls promptly and courteously, promoting Delta Vacations (DLV) products to meet customer needs
• Provide telephone assistance for escalated calls on the supervisor line related to DLV products, policies, and procedures
• Offers guidance and support to the Vacation Sales team on handling complex inquiries and booking procedures
• Address technically complex booking issues, including hotel and ticket changes, document replacements, medical emergencies, and flight irregularities
• Assist with training and mentoring of Vacations Service Specialists and other appropriate team members
• Communicate accurate and timely information to customers regarding DLV products, services, policies, and procedures
• Research and respond to travel agent inquiries, including exception requests and other travel-related issues
• Perform setup and maintenance of agency accounts using Navigator, WAD, and the agency database
• Support Sales Department by handling inbound calls and assisting with problem-solving, pricing, and product related questions
• Book travel for sales events and manage support calls/tasks related to agency incentive programs
• Adjust bookings, apply billing corrections, and authorize refunds, credits, and vouchers
• Calculate and determine net and gross amounts of tour components for refund purposes
• Keep relevant stakeholders informed of reservation, Direct Access, and web-related issues and concerns
• Evaluate processes regularly and recommend improvements to increase efficiency
• Keep management informed of significant service and support issues affecting the department and company
• Track and report system issues and coordinate with IS support as needed
• Attend and participate in meetings related to assigned responsibilities
• Ensure compliance with all corporate and departmental policies, procedures, and applicable government regulations

• Competitive salary, profit 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 benefits including medical, dental, vision, short/long term disability and life benefits
• 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

• 1-year Delta Vacations Experience
• Proven ability to handle high-volume inbound calls with professionalism and efficiency
• Strong knowledge of DLV product lines, destination polices, travel booking systems; experience with platforms such as Navigator and WAD
• Demonstrated ability to resolve complex issues, including travel disruptions, billing discrepancies, and customer escalations
• Excellent verbal and written communication skills
• Strong problem-solving skills and attention to detail, with the ability to assess issues and implement timely solutions
• Ability to work independently and as part of a team in a fast-paced, dynamic environment
• Flexibility to work varied shifts, including evenings, weekends, and holidays
• Maintain confidentiality and comply with company policies, service standards, and regulatory requirements
• Embraces diverse people, thinking and styles

• Associates degree or higher in Business Administration or related fields
• Two years of travel industry experience preferred