Job description

Expedited Travel, LLC / RushMyPassport.com is currently seeking agents to work in our West Palm Beach, Floridacall center. RushMyPassport is the nation’s leading 3rd party hand courier service in helping both retail and B2B customers with their travel documents. Due to growth, our organization is expanding to include a Work From Home (WFH) workforce in the Texas area and is looking to welcome team members that not only enjoy helping customers but wants to build a strong culture and have fun along the way.

This is an In-Person position in our West Palm Beach area call center.

Required Job Skills:

Successful applicants must have prior Call Center experience.

Excellent oral and written communication skills.

Ability to interact with customers and all levels of internal personnel.

Proficient knowledge of computer systems / software.

Attention to detail

Project an energetic attitude, warm welcome and positive image of RushMyPassport over the phone.

Adhere to attendance and punctuality standards. Work additional hours on as needed basis.

Adapt to change and meet the changing demands of the work environment.

Ability to work evening and weekend shifts.

Core Job Duties:

Answer customer calls regarding RushMyPassport.com services (Passports and Visas)

Meet all agent KPI’s including call efficiency, quality, quantity and NPS customer satisfaction scores

Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.

Walk customers through the process and educate them on the requirements.

Educate customers on timeframes and checklist processes, outlining key components to ensure timely release of passport.

Resolve customer concerns through a One Call Resolution vision

Listen carefully to our customers to ensure appropriate responses.

Tactfully handle upset customers with empathy.

Mirror service offerings to travel needs – offer upgrades/downgrades appropriately

Communicate with customers inside and/or outside the company where considerable resourcefulness, tact and procedural knowledge are required.

Input all concerns or suggestions for company follow-up, as well as survey responses.

Adhere to department guidelines when servicing our customers.

Complete the necessary follow-up actions to notify the appropriate departments of problems that could impact customer satisfaction.

Notify management of problems or trends and provide feedback both via email and noting customer accounts.

Transfer calls to appropriate department.

Assist other department personnel as needed due to fluctuating workloads.

Perform other related duties as assigned.

Successful applicants should possess these strong background skills:

Working knowledge of all customer service reports and systems

Organizational, analytical and problem-solving skills are essential.

Ability to effectively handle multiple assignments is required.

Job Type: Full-time

Pay: $16.83 per hour

Job Type: Full-time

Pay: $16.83 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Experience:

• Customer service: 2 years (Preferred)
• Call center: 2 years (Preferred)

Work Location: In person

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