Customer Success Specialist

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee and coordinate the quality control process related to reservations.

• Engage with customers and operators to guarantee accurate information and impeccable service.

• Provide real-time support during trips, maintaining communication with customers, operator dispatch, and drivers.

• Manage ongoing service issues effectively.

• Serve as a liaison between sales team members and customers to ensure proper service fulfillment.

• Assist the sales team with account management, reservation entry, and updates to the CRM.

• Maintain inbound phone lines and Olark chat to qualify leads or assist customers.

• Work directly with prospects and prepare proposals to secure sales in social, family, wedding, or other segments as necessary.

• Generate CRM reports and support account management tasks.

• Collaborate with Supplier Relations, IT, and Accounting to ensure high-quality customer service.

• Carry out additional duties and assignments as needed.

⛳️ Requirements

• Proficient in verbal and written English communication with customers, management, and colleagues.

• Capable of prioritizing and organizing work assignments with timely follow-up and execution.

• Excellent time management skills and attention to detail.

• Comprehensive knowledge of transportation services, including vehicle inventory, pricing, processes, and systems.

• Ability to meet required physical demands.

• Familiarity with CRM applications; experience with Zoho CRM is preferred.

• Technologically proficient.

• Skilled in Google Suite.

• Proficiency in Microsoft Excel and Google Sheets is mandatory.

• Ability to perform basic mathematical calculations.

• Strong reasoning abilities in customer service contexts.

• High school diploma or equivalent.

• Experience in the travel and tour industry or as a bus operator in sales or operations is preferred.

🏝️ Benefits

• Commission earned on closed sales for assigned opportunities.

• An Associate or Bachelor's degree is a plus.