Description
The Member Success Specialist serves as the primary liaison between our company and agency members, delivering exceptional service and support to ensure a positive member experience. This role handles inbound and outbound calls, emails, and live chats while providing accurate, timely information using appropriate tools and resources. The position also contributes to achieving personal and team revenue goals and meeting service request quotas.
Key Responsibilities
(Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.)
- Respond to member inquiries via phone (inbound and outbound), video calls, email, and live chat.
- Determine efficient, effective solutions to meet member needs.
- Provide onboarding and introductory information to new members.
- Promote understanding and engagement with company programs.
- Inform members about additional products and services to help grow their business.
- Identify and escalate complex issues to the appropriate teams.
- Troubleshoot common product or service issues.
- Collaborate with internal teams to deliver timely resolutions.
- Maintain accurate records and document all interactions and solutions in the system.
- Provide clear explanations and coach members on next steps or corrective actions.
- Meet or exceed individual and team revenue and service performance targets.
Physical demands
- Prolonged periods of sitting and computer work.
- Ability to occasionally lift up to 15 pounds.
Travel required
N/A
Preferred Qualifications
- Experience in the travel industry.
- Proficiency in Microsoft Office Suite.
Additional Information
This job description is intended to outline the primary duties and responsibilities of this role but is not exhaustive. Responsibilities may change at any time, with or without notice.
Working at WorldVia
At WorldVia, we’re looking for structured thinkers full of passion, ambition, and kindness. We’d love for you to apply even if your experience doesn't precisely match the job description. Your experience, skills, and interests will help you stand out—especially if your career has taken extraordinary twists and turns. We welcome people of diverse backgrounds and perspectives who aren’t afraid to challenge assumptions and the status quo. Join us.
Our Team Members:
- Are fundamental optimists who believe that no industry compares to the travel industry.
- Go to extraordinary lengths to distinguish ourselves through world-class work.
- Prioritize quality over speed and speed over scope.
- Desire to work with deeply kind, mission-driven people.
- Strive to make the complex simple.
- Use first principles to debate ideas, test assumptions, and make decisions.
- Seek the truth by putting data above opinions.
- Assume good intent and give tactical feedback to help each other get better.
- Hold no ego—when our customers win, we all win.
We are committed to your professional development and growth as a company.
- You will set your own monthly goals aligned with our ambitious strategy.
- You will have our collective support in achieving significant wins—and personal coaching from your manager.
- You will be encouraged to take risks, try new things, and be creative with your work.
- You will have many opportunities to exchange and engage in feedback.
- You will be offered continual chances to stretch yourself and raise your own "bar."
- You will be rewarded for achieving excellence and mastery
Requirements
The ability to commute to Roswell, GA five days a week.
The availability to work between the hours of 8AM to 9PM ET and on weekends.
Benefits
What We Offer
- Competitive salary and performance-based bonuses
- Employer-Sponsored Medical and Dental Insurance with Employee Contribution
- Fully-Funded Life Insurance (1x salary) & LTD (Long-Term Disability Insurance)
- Optional Employee-Paid Vision Insurance and STD (Short-Term Disability Insurance)
- 401k with up to 4% Company Match
- Paid Time Off + Company Holidays
- Additional Time Off for Your Birthday and Work Anniversary
- Discount Travel Program
- Opportunities for professional development and career growth
- Travel industry perks and discounts
- Collaborative and innovative work environment
At WorldVia Travel Network, we are committed to fostering a diverse and inclusive workplace. We encourage applications from candidates of all backgrounds and experiences.
Join us in shaping the future of travel and helping our network of agents achieve their business goals!