Customer Support Specialist

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

📋 Description

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

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

• Identify 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, Finance) and external partners (including Amtrak, hotel providers, and transfer services) to address complex issues and ensure seamless customer experiences.

• Manage payment processing, issue refunds, and handle billing inquiries with meticulous attention to detail.

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

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

• Recognize opportunities to improve the guest experience and provide feedback to management for ongoing enhancement.

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

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

• Work collaboratively with team members to foster a positive and supportive contact center atmosphere.

• Comply with all company policies, procedures, and service level agreements.

• Carry out additional tasks as assigned to support the Guest Experience team and overall business goals.

• Exhibit strong organizational skills to manage daily responsibilities efficiently and consistently.

• Stay adaptable and open to change in a fast-paced, growing organization, embracing new challenges and opportunities.

⛳️ Requirements

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

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

• Strong active listening abilities and the capacity to empathize with customer needs.

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

• Excellent organizational skills and attention to detail, particularly when juggling multiple tasks and intricate itineraries.

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

• Capability to work independently as well as in a collaborative, team-oriented remote setting.

• Comfortable in a fast-paced, dynamic environment, adjusting to shifting 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 required by business needs.

• High school diploma or equivalent is 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

• Medical, Dental, and Vision Insurance Including Optional HSA, Gym Membership Contributions and Healthy Actions incentive (sponsored by Cigna)

• Employee Assistance Program

• Short-term/Long Term disability Plan

• Employer sponsored Life Insurance

• Employer-Matched 401(k)

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

• Employee and Family/Friend Travel Discounts

• Corporate Discounts through Working Advantage

• Employee Referral Bonus

• Cross-Departmental and Advanced Training Opportunities

• Anniversary, Birthday, and Recognition Perks

• Years of Service Awards

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