Reservation Sales Counselor

At Tauck, the journey begins well before departure. Our Reservations Sales Counselors are often the first people guests and travel advisors speak with, setting the tone for a thoughtful, personal experience from the start.

This is a sales and service role in a high-volume contact center where no two conversations are quite the same. You’ll handle inquiries, make reservations, answer questions about our journeys, and assist with upcoming travel by phone, email, and chat. The role calls for someone who can move comfortably between detailed travel information and genuine, engaging conversation while staying focused on both the guest experience and sales results.

We’re looking for people who love travel, enjoy connecting with others, and take pride in representing Tauck with warmth, professionalism, and care. You’ll be part of a supportive team that shares knowledge, embraces new tools, and helps make each guest’s experience feel personal.

Part-time positions are 25 hours per week; Full-time positions are 37.5 hours per week.
Schedules include nights and Saturdays.

OBJECTIVES OF ROLE:

• Help guests and travel advisors find the right Tauck journey, turning inquiries into bookings through thoughtful recommendations and confident sales conversations.
• Create exceptional experiences by providing accurate answers, clear guidance, and responsive service in a high-volume contact center.
• Build lasting trust with guests and travel advisors through strong product knowledge, professionalism, and genuine curiosity about their travel needs.
• Adapt to new tools, processes, and communication channels, including email and chat, as the needs of the business evolve.

KEY RESPONSIBILITIES:

• Turn inquiries from guests and travel advisors into confirmed reservations by listening to their needs, recommending the right journeys, and confidently guiding them through the booking process.
• Provide clear, accurate answers about itineraries, destinations, pricing, availability, and booking policies so callers can make informed decisions.
• Deliver warm, attentive service in a high-volume contact center, resolving questions and making each interaction feel personal.
• Follow established booking, service, and quality guidelines while maintaining accurate guest and reservation information.
• Build expertise in Tauck’s destinations, products, and sales practices through ongoing training and coaching.
• Meet sales, service, and quality goals while adapting to changing business needs.
• Perform other duties and responsibilities as required

SKILLS & QUALIFICATIONS:

• Strong communication and listening skills, with the ability to ask thoughtful questions, build rapport, and explain travel options clearly.
• A genuine interest in sales and a talent for matching guests with experiences that fit their interests and needs.
• Sound judgment, attention to detail, and the ability to manage changing priorities in a high-volume contact center.
• Curiosity about destinations, cultures, and travel, with the motivation to keep learning.
• Confidence using computers and the ability to learn new systems and processes quickly; Salesforce experience is a plus.
• A collaborative approach, openness to coaching, and a commitment to excellent guest service.
• Ability to complete a four-week remote training program.
• One to two years of customer service or sales experience preferred, ideally in a contact center. Experience assisting customers by email and chat is also preferred.
• Experience using a CRM system, particularly Salesforce, is a plus.