Frontline Service Representative, Inntopia

Frontline Service Representative, Inntopia

Job Title: Frontline Service Representative, Inntopia

Location: Remote or Stowe, Vermont

Job Category: Customer Service

Inntopia, a subsidiary of Northstar Travel Group, is growing and we are searching for Frontline Service Representatives (FSR) to provide consulting and trusted advisor services to our partner accounts. You will be the first point of contact for our valued partners who are using our Commerce, Marketing Cloud, and Business Intelligence products. The FSR will be responsible for overall satisfaction of our partners which will include tasks that involve software troubleshooting, training, regular updates on our latest features and how they apply to a partners business, as well as strategic advice and guidance on how to enhance revenue and reduce costs. Our goal is to continuously exceed partner expectations while increasing our value and capturing that value through increased revenue.

The position is remote and open to candidates based in the United States. We do have an office available in Stowe, Vermont for those who favor the option of being in the office.

Primary Duties & Responsibilities:

  • Provide first-level support and training to our partners via phone and e-mail
  • Answer users’ inquiries about software functionality
  • Assists users in resolving software and system-related issues
  • Investigate and address issues using various remote access tools
  • Accurately describe customer problems and enter them into our issue tracking system
  • Maintain regular communication with our partners
  • Share best practices to users of our software
  • Most importantly, work as part of an amazing team while learning and having fun


Job Related Skills and Experience:

  • Prior Customer Service experience – via phone and/or in-person
  • Strong technical problem solving, writing, and verbal skills
  • Experience in identifying and resolving complex customer issues
  • Strong organizational skills ability to handle multiple tasks
  • Solid understanding of software and its use in a customer environment
  • Travel & Hospitality Industry experience
  • Outdoor Industry experience
  • Exceptional customer-focused attitude and relationship building skills
  • A demonstrated passion for technology


Additional Qualifications:

  • Ability to manage changing priorities within a highly dynamic environment
  • Ability to work well under pressure
  • Ability to perform duties with limited oversight
  • Collaborative mindset
  • Willingness and ability to learn new skills as required
  • Strong desire to delight customers
  • Strong listening skills
  • Some evening and weekend hours required


To Join Our Team:

Please send a cover letter detailing your desired compensation along with your resume to [email protected].

Diversity & Inclusion:

We are laser focused on diversity. We embrace, value and champion our employees’ diverse backgrounds and experiences that make them unique. We understand that cultivating a culture of diversity and inclusion will make us stronger. We are a proud equal opportunity employer. 

Our Response to Covid-19:

All new hires, as well as existing employees who attend events and/or come into contact with other employees, are required to be fully vaccinated against COVID-19 and demonstrate documentation toward the same.

In compliance with the New Jersey Department of Labor and Workforce Development we are displaying the below posters.

Federal FMLA Information

New Jersey Family Leave Insurance Information