At Apple Leisure Group we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care. We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as a Support Specialist II within ALG Vacations, one of our 14 industry-leading brands. In this role you will be responsible for resolving escalated customer/TA service issues related but not limited to, errors, notifications and during travel issues. The highly skilled specialist is expected to focus on resolution that meets the customer and business needs, while meeting or exceeding specific quality and service metrics. You will also need to be well versed on B2B and B2C policies, can think creatively, can accurately interpret supplier policies and be highly skilled in written and verbal communication, overall business processes, customer service and retention, de-escalation techniques and knowledgeable on product and destinations.

A successful Support Specialist II is knowledgeable on all facets of other support areas, including During Travel and Notifications, possesses the ability to determine the best course of action/resolution independently and manage multiple tasks.

A successful Support Specialist II will:

• Research and resolve customer/TA escalations
• Communicate and uphold policies pertaining to fulfillment of Travel Agent/Consumer expectations
• Support other areas: email, call volume, projects including During Travel and Notifications
• Work with and act as a liason with other departments (Inventory, Supplier Engagement, Air Ops,etc)
• Focus on problem resolution with attention to detail and documentation to decrease errors and maintain profitability
• Resolve issues independently
• Report system and product disruptions to service
• Act as the voice of the customer/TA and provide feedback for process improvements
• Assist with call volume to meet service levels

A successful Support Specialist II will have:

• High School Diploma
• BS/BA or equivalent experience preferred
• 3-5 years’ experience in ALG Call Center role
• 5-8 years’ experience in an equivalent or advanced Support role and GDS preferred
• Ability to navigate multiple systems including MS Office, internet, and proprietary systems
• Ability to quickly and accurately comprehend numbers by adding, subtracting, multiplying and dividing
• Communicate with others via voice, email and chat clearly and concisely
• Ability to cross train to multiple brands and being multi-functional

***Remote candidates welcome to Apply!

About Apple Leisure Group

As North America’s only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands. Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home. 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:

ALG Vacations: 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

AMResorts: Resort Brand Management: management of 5-star and 4-star luxury resorts through AMResorts® award-winning brand portfolio

AMSTAR: Destination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®

UVC: Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®

Trisept Technology Solutions: 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 appleleisuregroup.com.

About ALGV

Vacations, a division of ALG, is the largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean. ALGV consists of 6 consumer e-commerce vacation brands including Apple Vacations, BeachBound, CheapCaribbean, Funjet Vacations, Southwest Vacations, and United Vacations.

Our Values

At ALG, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests. Our Values, by which we operate:

Empathy • Integrity • Respect • Inclusion • Experimentation • Well Being

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
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

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.