Customer Support Specialist

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

📋 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.

• Offer assistance with itinerary modifications, cancellations, changes, and special requests.

• Address and resolve booking discrepancies, ticketing issues, payment concerns, and support during travel.

• Collaborate with Sales, Operations, Finance, Amtrak, hotel suppliers, and transfer companies to tackle intricate issues.

• Process payments, handle refunds, and manage billing inquiries.

• Proactively communicate with guests regarding itinerary changes or interruptions and suggest alternatives.

• Record customer interactions in the CRM system.

• Identify opportunities to improve guest experiences and relay feedback to management.

• Keep up-to-date with product knowledge of Railbookers and Amtrak Vacations packages, routes, destinations, and amenities.

• Manage complaints and difficult situations professionally, striving for resolution on the first contact.

• Work collaboratively with team members in a contact center setting.

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

• Execute additional duties to support the Guest Experience team and organizational goals.

• Efficiently manage daily tasks and adapt to shifting priorities in a fast-paced environment.

⛳️ Requirements

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

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

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

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

• Excellent organizational abilities and attention to detail, particularly when handling multiple tasks and intricate itineraries.

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

• Capability to work independently as well as in a collaborative team environment, even in a remote setting.

• Comfortable in a fast-paced, dynamic environment, adjusting to changing priorities.

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

• Flexibility to work various shifts, including evenings, weekends, and holidays, as business needs dictate.

• High school diploma or equivalent is required.

• Candidates must be permanently based and authorized to work in England or Scotland.

🏝️ Benefits

• Work from Home

• Generous PTO Package

• Bonus and Incentive Plans

• Group Health Cash Plan through BHSF

• Retirement/Pension Scheme – EE/ER Contributions

• Group Life Assurance

• We Care

• MyStrength

• ToothFairy

• Bereavement Counseling

• Work Away from Primary Location

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

• Employee and Family/Friend Travel Discounts

• Fitness Expense Reimbursement

• Employee Referral Bonus Program

• Cross-Departmental and Advanced Training Opportunities

• Anniversary, Birthday, and Recognition Perks

• Years of Service Awards

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