Customer Service Representative, Luxury Trave

Job Description

Customer Service Representative, Luxury Travel Contact Center

Position: Customer Service Representative, Luxury Travel Contact Center

Area: Customer ServiceLocation: Remote

Reports to: Manager, Customer ServiceTarget Start: ASAP

About Classic Vacations – The Classic® Difference

Classic Vacations is the #1 luxury vacation wholesaler for Travel Advisors, driven by a singular purpose: to delight our clients with exceptional vacation experiences. Our team’s commitment to excellence ensures that every journey we create is seamless, luxurious, and filled with unforgettable moments. We take pride in our role as trusted partners to travel professionals worldwide, providing world-class accommodations, unparalleled service, and exclusive privileges in premier destinations.

Role Overview

At Classic Vacations, we’re not just in the business of travel—we’re in the business of transforming journeys into extraordinary experiences. As a Customer Service Representative in our Luxury Travel Contact Center, you are a guardian of The Classic® Difference: our promise of personalized, high-touch service that defines who we are and what we do. This role is designed for an accomplished luxury service professional who takes pride in getting every detail right and who knows that how a problem is handled is often what a traveler remembers most.

Reporting to the Manager, Customer Service, you will support travelers, Travel Advisors, and supplier partners through in-travel and post-travel needs, from a missed connection or a room that isn’t as promised to a complex refund that spans air, hotel, and ground services. You will own each case from first contact to final resolution, combining empathy with efficiency, sound judgment with financial accuracy, and deep product knowledge with the poise to calm a stressful moment.

Working as part of a fully remote team across multiple time zones, you will partner with colleagues in Reservations, Operations, Product, Vendor Relations, and Accounting to resolve issues quickly and to prevent them from happening again. If you are motivated, resourceful, and love turning challenges into solutions, this is your opportunity to make a meaningful difference in a fast-paced environment where no two days are alike, and where every day you help create lasting memories for travelers around the world.

Why This Role Matters

Luxury travel is a promise. Our Travel Advisors entrust Classic Vacations with their most valued clients, and those clients are often celebrating once-in-a-lifetime moments: honeymoons, milestone anniversaries, family reunions, and long-awaited escapes. When something does not go as planned, the Customer Service Representative is the person who steps in to make it right.

This role matters because service recovery is where loyalty is won or lost. A swift, thoughtful, and well-communicated resolution can turn a disappointing moment into the reason a traveler books with us again, and the reason a Travel Advisor continues to choose Classic for their clients. Every interaction you handle reflects directly on our brand, our advisor partnerships, and our reputation in the luxury market.

The role also protects the business. By calculating refunds and adjustments accurately, partnering with suppliers to recover costs, and documenting every case thoroughly, you safeguard Classic’s financial integrity while still advocating generously for the traveler. Striking that balance with confidence and good judgment is a hallmark of this position.

Finally, you are the voice of the traveler inside our company. The trends you identify, the root causes you surface, and the feedback you share with leadership help us strengthen our products, supplier relationships, and processes. When this role is done exceptionally well, travelers feel cared for, advisors feel supported, suppliers feel respected, and Classic is positioned to keep delighting clients for years to come.

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

In alignment with Classic’s commitment to building a cohesive and high-performing team, and in close partnership with the Manager, Customer Service, your responsibilities will include:

Luxury Client & Travel Advisor Support

• White-Glove Service Delivery: Provide professional, calm, and highly personalized assistance to travelers, Travel Advisors, and vendors by phone, email, and written correspondence, delivering every interaction with the warmth, polish, and attentiveness expected of a luxury brand.
• Travel Advisor Partnership: Serve as a trusted, knowledgeable resource for Travel Advisors, keeping them informed at every step so they can confidently support their clients, and protecting the advisor relationship in every resolution.
• End-to-End Case Ownership: Take full ownership of each case from first contact through final resolution, setting clear expectations, providing proactive status updates, and following up until the matter is fully resolved.
• Customer Satisfaction: Confirm that the traveler and Travel Advisor are satisfied with the outcome before closing each case, and ensure the resolution reflects The Classic® Difference.
• VIP & Sensitive Matters: Handle high-profile travelers, VIP bookings, and sensitive situations with discretion, confidentiality, and exceptional care.

In-Travel Support & Service Recovery

• Real-Time Issue Resolution: Respond quickly to in-destination issues such as flight disruptions, missed connections, transfer problems, hotel and room-category discrepancies, and service concerns, working with suppliers to secure workable alternatives while travelers are still on their trip.
• Escalation Management: Manage escalated and complex cases with empathy, composure, and diplomacy, de-escalating emotionally charged situations and partnering with the Manager, Customer Service when additional authority or support is needed.
• Service Recovery: Design thoughtful, appropriate recovery solutions, such as rebooking, upgrades, amenities, credits, or other gestures within approved guidelines, that restore confidence and goodwill.
• Travel Disruptions & Emergencies: Support travelers affected by weather events, schedule changes, supplier failures, and other disruptions, following established protocols and escalating urgent safety or welfare concerns immediately.

Post-Travel Resolution, Refunds & Financial Accuracy

• Refunds, Changes & Adjustments: Calculate and process refunds, credits, changes, and booking adjustments accurately in PleX, ensuring every transaction is properly supported, approved, and documented.
• Supplier Cost Recovery: Partner with hotels, airlines, ground operators, and other suppliers to secure appropriate refunds and compensation, minimizing financial exposure for Classic while advocating for the traveler.
• Fee Waivers & Negotiation: Balance customer advocacy with company interests, negotiating fee reductions or waivers when appropriate and within approved authority levels.
• Complaint Investigation: Research post-travel complaints thoroughly using multiple systems (including Sabre, EAN hotels, PleX, and internal tools), gathering facts from suppliers and colleagues before recommending a fair resolution.
• Financial Partnership: Collaborate with Accounting to ensure refunds, credits, chargebacks, and supplier recoveries are recorded correctly and reconciled in a timely manner.

Supplier & Partner Collaboration

• Vendor Relationships: Build respectful, productive relationships with supplier partners worldwide, communicating professionally across cultures and time zones to resolve issues efficiently.
• Supplier Accountability: Document supplier service failures clearly and share them with Vendor Relations and Product so that recurring issues are addressed with partners.
• Global Team Partnership: Collaborate with customer service and operations colleagues across time zones, including teams supporting Classic through our parent organization, TBO, to ensure seamless handoffs and consistent service standards.

Communication Excellence

• Written Correspondence: Craft polished, well-written acknowledgments, explanations, and apology communications that reflect Classic Vacations’ tone, values, and brand standards.
• Verbal Communication: Communicate clearly, confidently, and empathetically by phone, listening carefully, explaining options in plain language, and leaving every caller feeling heard and supported.
• Rapport Building: Build trust with travelers, advisors, and vendors through respectful, empathetic, and solution-oriented communication, even when delivering difficult news.
• Responsiveness: Meet established response-time and resolution-time standards across phone, email, and case queues, prioritizing urgent in-travel matters appropriately.

Systems, Documentation & Data Integrity

• System Proficiency: Work accurately and efficiently in PleX, Sabre, EAN hotels, and other Classic Vacations systems, as well as Microsoft Outlook, Excel, and Word, in a Windows environment.
• Air & Ticketing Knowledge: Apply working knowledge of Sabre and airline ticketing, including schedule changes, reissues, and refunds; advanced proficiency is a plus.
• Case Documentation: Maintain complete, accurate, and timely case notes and records so that any team member can understand the history, decisions, and next steps on a case.
• Data Accuracy & Confidentiality: Protect traveler personal and payment information in accordance with company policy and applicable data privacy and payment security requirements.
• Organization: Keep your workspace, queues, and systems organized to support quick access, clear communication, and accurate follow-up.

Insights, Quality & Continuous Improvement

• Trend Identification: Identify recurring service issues, supplier patterns, and root causes, and collaborate with leadership to develop proactive solutions that prevent future problems.
• Voice of the Traveler: Share timely, constructive feedback from travelers and Travel Advisors with leadership, Product, and Operations to help improve the overall Classic experience.
• Quality Standards: Participate in quality reviews and call or case audits, applying feedback to continuously elevate your performance.
• Process Improvement: Recommend improvements to service workflows, templates, knowledge resources, and tools that increase efficiency and consistency across the team.

Team Collaboration & Professional Development

• Cross-Functional Partnership: Partner closely with colleagues in Reservations, Operations, Product, Vendor Relations, Accounting, and Technology to resolve service challenges and ensure smooth communication and execution.
• Mentorship: Assist with onboarding and mentoring new team members, sharing best practices, product knowledge, and company values.
• Product & Destination Expertise: Maintain deep product and destination knowledge by engaging in Classic-hosted training, familiarization trips (FAMs), and supplier presentations.
• Ongoing Learning: Participate actively in training, workshops, and professional development programs, and stay current on travel industry trends, policies, and supplier changes.
• Positive Team Culture: Demonstrate a strong work ethic, constructive attitude, and commitment to building productive relationships across a remote, multi-time-zone organization.
• Special Projects: Support projects and additional initiatives as assigned by the Manager, Customer Service and Classic leadership.

The above is intended to describe the general content of and requirements for the performance of this position. It should not be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this position at any time.

Qualifications & Skills

In line with Classic’s values of continuous improvement and organizational health, we seek a luxury customer service professional who exemplifies both service excellence and a collaborative spirit.

Education:

• High school diploma or equivalent required.
• Bachelor’s degree in Hospitality, Tourism, Communications, Business, or a related field preferred.
• Travel industry certifications (such as The Travel Institute’s CTA, or destination or supplier specialist programs) a plus.

Experience:

• Minimum of 3 years of customer service experience in luxury travel, hospitality, or another premium, high-touch service environment; travel industry experience strongly preferred.
• Demonstrated success handling escalated, complex, and emotionally sensitive customer situations through to resolution.
• Experience processing refunds, changes, and adjustments with a high degree of financial accuracy.
• Experience working directly with Travel Advisors, travel suppliers, hotels, airlines, or ground operators.
• Background in travel technology or reservation systems (Sabre or other GDS platforms) preferred.
• Experience in a contact center or remote service environment with defined service-level and quality standards preferred.
• Experience mentoring or training peers a plus.

Technical & Industry Expertise:

• Working knowledge of Sabre and airline ticketing, including schedule changes, exchanges, reissues, and refunds; advanced proficiency is a plus.
• Ability to learn and work proficiently in PleX, EAN hotels, and other booking and case management systems.
• Proficiency in Microsoft Office applications, including Outlook, Excel, and Word, in a Windows environment.
• Strong understanding of luxury travel products, including air, hotels and resorts, transfers, and tours, and the supplier relationships behind them.
• Knowledge of key leisure destinations, such as Hawaii, Mexico, the Caribbean, Europe, and the South Pacific, a plus.
• Familiarity with supplier terms and conditions, cancellation policies, and travel protection programs.

Professional Skills:

• Exceptional verbal and written communication skills, with a polished, professional, and warm style.
• Naturally empathetic and solutions-driven, with a calm, composed demeanor under pressure.
• Strong analytical and mathematical skills, with exceptional attention to detail and accuracy.
• Sound judgment in balancing traveler advocacy with company interests, and knowing when to escalate.
• Excellent organization, follow-up, and time management skills, with the ability to manage multiple open cases and priorities at once.
• Ability to work independently in a remote environment while staying connected and collaborative with the team.
• Creative problem-solver who approaches challenges with optimism, curiosity, and ownership.
• Unwavering integrity, discretion, and professionalism in handling confidential traveler and company information.
• Ability to remain flexible and responsive in a rapidly changing environment where priorities may evolve quickly.
• Passion for travel and for delivering unforgettable client experiences.

Employment Terms & Benefits:

• Hours: Full-time, non-exempt (hourly) position. The Customer Service department operates 24 hours a day, 7 days a week, so scheduled hours may vary and can include early morning, evening, overnight, weekend, and holiday shifts to support travelers in-destination. Flexibility to meet business needs is required.
• Office: Remote (USA). Requires a quiet, private, and secure home workspace with reliable high-speed internet suitable for handling calls and confidential traveler information.
• Pay Rate: Competitive compensation based on experience.
• Comprehensive benefits package: Including medical, dental, vision, 401(k) with company match, PTO, paid holidays, and exclusive travel industry perks.

Physical Requirements:

• Ability to perform essential job functions while working at a computer and using a telephone headset for extended periods.
• Ability to communicate clearly and effectively by phone and in writing.
• Ability to lift up to 15 pounds at a time.
• May be required to work extended hours, if necessary, to meet business needs.

At Classic Vacations, we’re more than a travel company—we’re dream makers. Our team is passionate, driven, and committed to delivering world-class service while fostering a culture of collaboration, innovation, and excellence. By joining us, you’ll be part of a company that values its people, prioritizes work-life balance, and provides opportunities for personal and professional growth. Together, we’ll redefine luxury travel experiences and make lasting impacts on clients’ lives.

Entrepreneurial Mindset and Adaptability

In our entrepreneurial and collaborative environment, every team member is encouraged to contribute to the ongoing improvement and success of the organization. While each role has specific responsibilities, we embrace flexibility, and salaried employees may engage in tasks beyond the traditional job scope when these opportunities arise. This approach fosters professional growth, allowing individuals to expand their skills, take on new challenges, and build strong cross-departmental relationships. Aligned with our commitment to mutual success, team innovation, and shared accountability, we believe that empowering every employee to actively participate in organizational growth enhances both individual development and our ability to serve our customers and community.

Classic Vacations’ Commitment to Diversity & Inclusion

Classic Vacations is an Equal Opportunity Employer. We are dedicated to fostering an inclusive workplace where every team member is valued, respected, and supported, regardless of background. We are committed to a culture that celebrates diversity and empowers all employees to reach their full potential.

Affirmative Action Statement

It is the policy of Classic Vacations to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay, and all other conditions and terms of employment. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.

For more information, please contact Classic Vacations Human Resources @ questions@classicvacations.com