Delta Vacations – Customer Care Specialist

As a Customer Care Specialist, you will play a critical role in delivering exceptional service by addressing and resolving customer inquiries and issues. This position requires strong problem-solving skills, attention to detail, and the ability to balance customer satisfaction with the company’s financial goals. Your efforts will ensure a positive customer experience while upholding organizational standards and policies.

Summary of responsibilities (not comprehensive of all tasks):

• Respond promptly and professionally to customer inquires through various channels, including phone, email, and chat
• Provide accurate and timely information about company products, services, policies, and procedures
• Research and analyze customer issues to identify the root causes and determine appropriate solutions
• Document all customer interactions and resolutions accurately in the company’s systems, including completing service tracking forms in Navigator
• Proactively follow up with customers to ensure resolution and satisfaction
• Adjust bookings, payable billings, and fees, and authorize refunds, credits, and vouchers
• Determine net and gross amounts for refunds and process financial adjustments accurately
• Work with suppliers and internal departments to determine refund amounts and secure reimbursements
• Report accurate financial information to Accounting Operations for payments and supplier reimbursements
• Adjust books and inventory for hotel change reports and make corrections in Navigator as needed
• Collaborate with internal teams and suppliers to address complex customer issues or escalate when necessary
• Evaluate situations to balance customer satisfaction with financial and operational impacts on the company
• Identify opportunities to improve processes and enhance the overall customer experience
• Comply with all corporate and departmental policies, and procedures
• Attend and actively participate in meetings related to assigned responsibilities

The starting pay is $18.98 per hour.

• Competitive salary, profit sharing program, and performance incentives
• 401(k) with generous company contributions up to 5  
• Paid time off including vacation, holidays, paid personal time, maternity and parental leave
• Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits
• Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
• Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
• Domestic and International space-available flight privileges for employees and eligible family members
• Lateral and promotional career opportunities
• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
• Recognition rewards and awards through the platform Unstoppable Together
• Access to over 500 discounts, specialty savings and voluntary benefits through Delta Perks such as car and hotel rentals, Delta Vacations Packages, auto, home, and pet insurance, legal services, and childcare

• High School diploma or general education degree (GED) required
• Strong written and verbal communication skills
• Ability to manage multiple tasks, prioritize work, and meet deadlines
• Ability to handle customer inquiries and resolve issues professionally
• Proven reliable and committed by maintaining excellent attendance, performance, self-motivation and goal attainment
• Embraces diverse people, thinking and styles
• Familiarity with Delta Vacations (DLV) product lines, destinations policies, and reservation systems
• Proficiency with PC applications, including Microsoft Word and Excel
• Consistently makes safety and security, of self and others, the priority

This role is working in the office at the Customer Engagement Center in Minot, North Dakota or Virtual

• Associates degree or higher in Business Administration or related fields
• Two years of travel industry experience preferred