Our Boston Reservations Department is currently recruiting a **Lead Customer Support Specialist**

**Position Title: Reservations Support Lead**

**Reports To: Lead Supervisor**

**Location: Boston, MA**

The Lead Customer Support Specialist will assist in the resolution of inquiries from internal staff via the Reservations Help Desk, process emails via the Reservations management inbox (vcmail), and resolve customer initiated escalated calls.

**Job responsibilities**

* Process emails from a shared Reservations management inbox

* Assist in supporting Reservations staff via our Reservations Help Desk line

* Identify staff and guest needs and provide a solution

* Train and coach staff as needed and/or as requested by Supervisor

* Effectively communicate policies and procedures

* Maintain individual and team service quality goals

* Identify technical issues and report them to the appropriate department

* Maintain logs of guest inquiries and resolutions

* Provide real time support and perform other duties as assigned

**Qualifications**

* Call Center Experience (minimum one year)

* Travel industry experience preferred

* Exceptional customer service skills with genuine desire to assist guests, teams and colleagues.

* Possesses strong communication skills, eagerness to collaborate, share and assist.

* Works independently without requiring follow-up.

* Computer skills and familiarity with PowerPoint, Excel, Word, MS Outlook, MS CRM Dynamics

* Professional phone etiquette

* Ability to solve problems practically and deal with a variety of variables and willing to do what is needed to complete a task.

* Research and analytical skills for collecting and evaluating information and data.

* Availability to work variable shifts including prescheduled evenings, one weekend day, and holidays

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**Current Employee Requirements for Consideration:**

* The above knowledge/skill requirements must be met

* Employee in good standing (no current verbal or written disciplinary action)

* In current position for at least 1 year

**As business normalizes, this position will be based in a Viking Office and is not home-based.**

**To express interest and apply for position contact your immediate supervisor for approval/eligibility and apply to:**