Customer Support Specialist

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

📋 Description

• Act as the main point of contact for customer inquiries related to existing bookings with Railbookers and Amtrak Vacations through phone, email, and online platforms.

• Deliver thorough assistance for itinerary modifications, cancellations, changes, and special requests, ensuring compliance with company policies and precision.

• Address and resolve a diverse range of customer service challenges, including booking discrepancies, ticketing issues, payment problems, and support during travel.

• Collaborate effectively with internal teams (such as Sales, Operations, and Finance) and external partners (including Amtrak, hotel providers, and transfer companies) to tackle complex issues and ensure seamless customer experiences.

• Manage payments, process refunds, and address billing inquiries with meticulous attention to detail.

• Proactively inform guests about potential changes or disruptions to their itineraries, providing appropriate alternatives and solutions.

• Accurately and thoroughly record all customer interactions in the CRM system.

• Spot opportunities to improve guest experiences and share insights with management for ongoing enhancement.

• Maintain extensive knowledge of Railbookers and Amtrak Vacations packages, train routes, destinations, and amenities.

• Handle customer complaints and difficult situations with empathy, professionalism, and a composed demeanor, striving for resolution on the first contact when feasible.

• Work collaboratively with colleagues and contribute to a positive and supportive environment within the contact center.

• Follow all company policies, procedures, and service level agreements diligently.

• Undertake additional responsibilities as assigned to support the Guest Experience team and overall business goals.

• Exhibit strong organizational skills to efficiently manage daily tasks.

• Stay flexible and receptive to changes in a fast-paced, evolving organization, embracing new challenges and opportunities.

⛳️ Requirements

• At least 2 years of experience in a high-volume customer service contact center setting, ideally within the travel, hospitality, or transportation sectors.

• Outstanding verbal and written communication skills, demonstrating a clear, concise, and professional telephone demeanor.

• Strong active listening capabilities and the ability to empathize with customer needs effectively.

• Demonstrated problem-solving skills and a resourceful approach to finding effective solutions.

• Exceptional organizational skills and attention to detail, particularly when handling multiple tasks and intricate itineraries.

• Proficient in CRM software and Microsoft Office Suite (Outlook, Word, Excel).

• Ability to work independently and collaboratively in a team-oriented remote environment.

• Comfortable functioning in a fast-paced and dynamic atmosphere, adapting to shifting priorities.

• A genuine enthusiasm for travel and a commitment to creating memorable experiences for guests.

• Willingness to work varied shifts, including evenings, weekends, and holidays, as business needs dictate.

• High school diploma or equivalent required; a Bachelor's degree or relevant certifications in Hospitality or Travel is a plus.

🏝️ Benefits

• Work from Home

• Generous PTO Package

• Bonus and Incentive Plans

• HCSA with Life/ADD (Health Care Spending Account)

• Retirement Plan

• Work Away from Primary Location

• Familiarization Trips (Get paid to experience our vacations!)

• Employee and Family/Friend Travel Discounts

• Fitness Expense Reimbursement

• Corporate Discounts through Working Advantage

• Employee Referral Bonuses

• Cross-Departmental and Advanced Training Opportunities

• Anniversary, Birthday, and Recognition Perks

• Years of Service Awards

• Annual Reimbursements for Home Office (office expenses, phone, internet)