Premium Specialist

Job title:Premium Specialistâ

Reports to:Premium Team Managerâ

Location: San Franciscoâ

Working hours:Full time Monday to 40 hoursper week excluding meal breaks.ââ

Travel required:Asrequiredâ

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Position Overviewâ

Our highly skilled and motivated Specialists act as consultants tailoring our products and services to the needs of the traveler to ensure their travel experience exceeds all their needs and expectations. Our Specialists will be the face of CIBT to our customers acting as ambassadors of the brand by delivering service excellence. They have the ability to excite our customers and deliver on the CIBT commitment.

In this role they provide a superior class of service which includes the consultation and complete handling of travel document needs for clients seeking this level of service. The ideal candidate for this position will have exceptional customer service time management organizational and problem solving skills.

The Premium specialist providesan important rolewith interface between the customers andcompany and for this reason CIBT seeks out people who come across in a friendly and professional manner. They mustpossessexcellent verbal and written communication with a strong aptitude for following up with clients to resolve issues. This position requires the ability to work independently but alsobea valued team member. This positionis responsible forensuring consistent client satisfaction through excellent serviceThe Premium Specialistis responsible forcompleting training and development courses within CIBT and is expected to be flexible and adjust to changes in operational and client service needs. The Premium specialist will with the help of the office Leaders developfosterandmaintaina customer-centric culture at CIBT and will work to build a sense of pride and strong morale within the team.ââ

Responsibilitiesâ

• Provides the highest level of service to customers; provides detailed information on available services that align with requirementsassistingthe customer in making informed decisions.âââ
• Analyzes customer requests and makes recommendations based on specific travel needs ensuring realistic expectations that promote a dedicated customer baseââ
• Takes ownership of process from start to finish and proactively communicates with customer; resolves issues; adapts communication method to align with customer needs works collaboratively across departmentsin order toinstill customer confidence and build loyalty.ââââ
• Proactively engages with customers providing updates following up and informing them of any status changes.â
• Stays abreast of all product/service enhancements system updates and changes to requirements; become specialized in Visa and Passport processing; maximizing efficiencies and productivityâ
• Ability to research government and consular websites to stay abreast of policy changes and requirements and communicate this with the Premium teamâ
• Maintain performance standards to ensure quality service andoptimalperformance. Quantitative metrics will include but are not limited to; number of orders completed number of orders downgraded client satisfaction scoresâ
• Understands travel document requirements;utilizestools and resources to ensure efficient andtimelyprocessing.â Promotes best practices and quality control follows policies and procedures and upholds standards of work to ensure compliance.âââ
• Provides excellent customer service and uses sales techniques toretaincustomers; educates customers about added-value products that maybenefitthemâ
• Work closely with other areas across the business to support ongoing improvements and provide input into strategic and tactical plans that enhanceexpandand improve our overall customer serviceâand the quality of CIBT Visas offeringâ
• To undertake all other reasonable duties as requested by the Premium Team Lead Manager Directorâ
• Ensure Health and Safety policy is understood and correctly implemented within the teamâ
• To work with professionalism honesty and integritymaintainingconfidentialityâ
• To treat people fairly with respect impartially and consistencyâ

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Competenciesâ

• The following competencies have been identified as critical for success in the role and will be referred to during the assessmentfeedbackand evaluation process.â
• Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyaltyâ
• Deciding andinitiatingactionâ
• Coping with pressures and setbacksâ
• Adhering to principles and valuesâ
• Prioritizes;Identifiesmore critical and less critical activities and assignments; adjusts priorities when appropriateâ

Skills and Experienceâ

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ESSENTIALâ

• Proven excellent written and verbal communication skillsâ
• Ability to work the demanding hours required of the roleâ
• Ability to problem solve and use resources availableââ
• Excellent organizational and time management skills:âââ
  • adhere to deadlines and adapt to changing circumstances;ââ
  • handle high volume whilemaintainingexcellent attention to detail;ââ
  • monitor own work and self-editâ

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DESIRABLEâ

• Previous high touch case management experienceâ
• Proven strong analytical abilityâ
• Multi-lingualâ

Compensation & Benefits:

• Hourly Rate: $22 - $24 (depending on geographic region internal equity job-related knowledge skills and experience among other factors)
• Medical Dental and Vision Insurance
• 401(k) Retirement Plan with Company Match
• Flexible Spending Accounts and Health Savings Account
• Life Insurance Short-Term Disability and Long-Term Disability Coverage
• Company Paid Holidays and Paid Time Off
• Paid Parental Leave
• Pet Insurance
• Travel Assistance Services
• Legal and Identity Theft Protection Plans
• Commuter Benefit Subsidy
• Employee Recognition Programs
• Referral Bonus Opportunities

About Us:

CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1400 expert immigration and visa professionals attorneys and qualified migration consultantslocatedin over 60 offices in 27 countries.

With thirty years of experience CIBT is the primary service provider to 75% of Fortune 500 companies.â CIBT offers a comprehensive suite of services under two primary brands:â Newland Chase a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide andCIBTvisas the market leader for business and other travel visa services for corporate and individual clients.

We commit to deliveringa superiorservice experience to our clients on each and every engagement.

EEOC

As part of our dedication to the diversity of our workforce CIBT is committed to Equal Employment Opportunity without regard for race color national origin ethnicity gender protected veteran status disability sexual orientation gender identity or you needassistanceoran accommodationdue to a disability you maycontact us at ââ

Required Experience:

IC