What are the responsibilities and job description for the Customer Service Representative position at Integrated Solutions & Services, Inc./ISS Travel?
Company Description Integrated Solutions & Services, Inc. (ISS Travel) is a global travel and events company that delivers innovative solutions in events, travel, and promotional products. The company is recognized as a creative, award-winning partner to federal agencies, government contractors, and private-sector organizations, providing integrated services that support teams on the move and strengthen client brands. ISS has supported multiple federal agencies, including DOE, CDC, DHS, EPA, DOD, and DHHS. Our service offering spans travel coordination, event management, research support, and promotional branding, giving team members exposure to diverse projects and clients. More information is available at www.intsolutions.net and www.isspromos.com.
Role Description This is a full-time, remote home based Customer Service Representative role working in coordination with our corporate office in Knoxville, TN. The Customer Service Representative will handle inbound and outbound communications with clients and vendors, responding to inquiries about travel arrangements and setting up reservations for our leisure program. Day-to-day tasks include accurately processing service requests, updating records in internal systems, resolving issues in a timely manner, and escalating complex concerns when needed. The role involves collaborating with internal teams to ensure smooth delivery of services, tracking customer interactions, and following up to confirm satisfaction. The Customer Service Representative will also support continuous improvement by identifying recurring issues and suggesting enhancements to processes and customer communications. Our leisure office operates 24 hours a day, 7 days a week, 365 days a year and we have openings in all shifts.
Qualifications
- Ability to deliver professional Customer Service and Customer Support across phone, email, and online channels.
- Experience focused on Customer Satisfaction, including resolving issues, managing expectations, and following up to ensure positive outcomes.
- Skills in creating a strong Customer Experience, such as active listening, empathy, and clear, courteous communication.
- Background working in Customer Service Representative roles or similar positions within travel, events, hospitality, or government contracting environments is preferred.
- Strong organizational and time-management skills, with attention to detail and accuracy in data entry and documentation.
- Proficiency with common office software and customer relationship management (CRM) tools; ability to learn new systems quickly.
- Comfort working in a fast-paced, team-oriented environment and adapting to changing priorities and client needs.
- High school diploma or equivalent required; additional education or relevant certifications in customer service or hospitality are beneficial.