Customer Experience Specialist - Richmond

Faye is looking for a Customer Experience Specialist to join our fast-growing team in Richmond, Virginia as we take over the travel industry. This key role will ensure we are delivering a customer-first, best-in-class service to our valued users and will be pivotal in setting the bar for standard and excellence in the travel space.

We work in a fun, collaborative and entrepreneurial environment and are looking for a proactive, accountable leader focused on continuous learning and growth to push themselves and our team forward. If you’re process-driven, passionate about the travel space and keen to make an impact, then this is the role for you.

Responsibilities:

• Be customer obsessed and set the highest bar for customer care in our industry. This role will be key in developing a top-notch reputation for our growing brand - one that is known for excellence, speed, empathy, proactivity and positivity.
• Handle incoming calls and digital inquiries from our US customers who are traveling stateside and abroad.
• Provide real-time support related to travel inquiries & emergency events.
• Collect & monitor travel intelligence information.
• Interact with travel & medical providers.
• Effectively manage customer contacts across various channels of communication, including phone, e-mail and chat.
• Efficiently handle customer complaints with empathy, knowledge and understanding.
• Complete customer requests in a friendly, professional and timely manner.
• Work collaboratively across teams and departments to help solve any matter at hand.

Qualifications:

• Local to Richmond, Virginia and able to work an in-office, hybrid schedule
• Ability to work rotating shifts across morning, afternoon & evening hours. (3 shifts spanning 8am to 1am)
• Excellent verbal & written communication skills
• Ability to display great time management and prioritize workload while remaining organized and efficient
• Proven experience in customer service/call center roles
• A medical and/or travel background - a plus
• Tech-oriented