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Group Customer Service Specialist

Company: Apple Leisure Group
Location: Bethlehem
Posted on: October 13, 2019

Job Description:

Inspire and deliver exceptional value to travelers around the globe as part of the Apple Leisure Group (ALG) team! Our vision is to be the best-in-class and largest all-inclusive resort management and travel services provider, differentiated by the collaboration of our unique resort and distribution brands. Grow your career as a

AGroup Service Specialist within Apple Leisure Group! The Group Service Agent is focused on providing superior customer service from the time a group contract is signed until the group completes travel. As a Group Service Agent, you will work closely with our external customers interacting over the phone and/or via email. Throughout all interactions the Group Customer Service Representative must maintain a high level of professionalism and represent the organization in a positive way. Completing tasks successfully will add value to the organization and increase revenue.

A successful Group Service Specialist will:

  • Support and service phone calls coming into the team from the customers
  • Own relationships from a group service perspective with key travel agent accounts
  • Serve as first point of contact for travel agents and consumers on escalated issues
  • Provide high level customer service for travel agents and direct consumers, focusing on End-to-End service, providing additional supported and responding to elevated questions as needed
  • Work closely with clients and customers on their unique group needs and implement changes to their groups in a timely manner, respond to all communications by end of day
  • Pro-actively work with travel agents or group leaders to ensure they are meeting contract deadlines, payments are made on time, and accounting is up-to-date and finalized
  • Finalize group details with hoteliers and airlines and ensure all aspects are clearly communicated, review and modify reports to communicate room lists and transportation needs of the group
  • Finalize and issue commissions, request hotel and airline payments
  • Attend training sessions to build and maintain product knowledge, including processes and terms and conditions


    • High school diploma or general education degree (GED), or at least one year related experience and/or training; or equivalent combination of education and experience
    • At least one year of customer service experience; Proficient in Word and Excel.
    • Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak/write communicate effectively with staff at all levels and vendors; create and deliver presentations.
    • Knowledge of Group Service Dept. policy and procedures
    • Some travel may be required

      About Apple Leisure Group

      Apple Leisure Group-- (ALG) is the leading North American travel, hospitality and leisure management group with the only vertically-integrated business model, serving travelers and destinations worldwide. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising: the largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands, brand management of 5-star and 4-star luxury resorts through AMResorts-- award-winning brand portfolio; best-in-class destination management services provided by Amstar DMC and Worldstar--, the exclusive loyalty program Unlimited Vacation Club--; and the innovative technology solutions provider Trisept Solutions--, connecting over 88,000 travel agents with leading travel suppliers. To learn more about the Apple Leisure Group advantage, visit

      Benefits at a Glance

      We offer competitive salaries and a comprehensive benefit package to our U.S. based employees:

      • Medical, Dental and Vision Insurance
      • Basic Life Insurance
      • Short& Long Term Disability
      • Corporate Wellness Program
      • Travel Discounts& Deals
      • Paid Time Off& Holidays
      • 401(k) Plan with Company Match
      • Tuition Reimbursement

        We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.

Keywords: Apple Leisure Group, Bethlehem , Group Customer Service Specialist, Hospitality & Tourism , Bethlehem, Pennsylvania

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