Travel Escalations

Travel Escalations Specialist

The Escalations Specialist is responsible for assisting in resolving customer complaints/incidents.

This person will also be responsible for reporting escalation savings and trends.

As this person will be intimately involved in all aspects of incident resolution, they will also assist in new and ongoing concierge training related to customer recovery.

The Escalations Specialists (ES) is responsible for being a first point of contact for all escalations and questions.

The ES will work in conjunction with the Managers, Client Contacts and Concierge to resolve the cardholder’s questions or issues regarding general escalations.

The ES will be responsible for return calls and/or emails to customers with resolutions.

Lastly, the ES will act as a subject matter expert for the team by assisting with answering team member questions and provide any training.

Key Responsibilities

Supports the Aspire Lifestyles service philosophy of providing customers with EXTRAORDINARY EVERY TIME service. 

Serves as a primary point of contact for handling customer service issues including taking escalated customer calls and providing accurate and timely information regarding requests. 

Monitors and analyzes customer service issue reports. 

Updates escalations training materials and provides escalation training on client initiatives. 

Serves as a Subject Matter Expert (SME) for the team by providing support, research and answering  questions. 

Assists the QA & Escalations Manager with special projects to include, but not limited to, call review, and research. 

Assists with ongoing support and training of new team members. 

Compiles and reviews escalations reports and analyzes trends. 

Other projects and responsibilities as assigned. 


Required Knowledge, Skills and Competencies

Strong computer skills including ability to navigate internet and advanced knowledge of Microsoft 

Office programs (Excel, Word, Outlook).

Travel GDS and CRM knowledge.

Comprehensive understanding of relevant Travel Industry specific standards and regulations.

Strong active listening, empathy, and clear verbal and written communication skills to understand and address concerns.

Ability to work under pressure and meet deadlines, juggling and managing multiple projects and priorities, while maintaining a professional demeanor and positive attitude.

Effective time-management skills along with strong sense of urgency.

Demonstrated problem-solving, critical thinking and decision-making abilities to resolve issues.

Flexible/adaptable and ability to thrive in a fast-paced call center environment. 

Self-motivated and able to work independently. 

Detail oriented with ability to multi-task. 

Superior level of discretion, as position requires access to highly confidential program, client and team information.


Work Experience & Qualifications

High diploma or equivalent required

College diploma in Travel, or relevant work experience preferred


1-2 years of end-to-end customer service and call center experience preferred


Work experience with Salesforce required


Work experience with issue resolution required

Must possess relevant Travel Industry Certification, in accordance with local requirements

Required Languages

Ability to communicate in English (verbally and written) in a polished and professional manner is required.

Proficient communication in French (verbal and written) preferred.

Travel, Schedule & Availability

Ability to maintain a flexible work schedule that meets the program needs. This includes being able to work days, nights, weekends, and holidays. Some travel may be required.


Work Environment & Physical Requirements

Must have a dedicated, quiet, and private workspace free from distractions. 

Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.

Reliable high-speed uninterrupted internet connection meeting minimum company standards.

Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.

Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members.

May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies.


Aspire Lifestyles is dedicated to providing accessible services to all individuals, including those with disabilities. Accommodations are available upon request throughout the selection process.