[Hiring] Customer Support Specialist @Railbookers Group

Role Description

The Customer Support Specialist for Railbookers and Amtrak Vacations is a crucial front-line position responsible for providing exceptional support and service to our valued guests primarily through inbound phone calls, emails, and web inquiries. This role focuses on assisting customers with existing reservations, resolving issues, and ensuring a positive and memorable travel experience. The ideal candidate is a proactive problem-solver with a strong customer service orientation and a genuine passion for travel.

Responsibilities

• Serve as the primary point of contact for customer inquiries regarding existing Railbookers and Amtrak Vacations bookings via phone, email, and online channels.
• Provide comprehensive support for itinerary changes, cancellations, modifications, and special requests, ensuring accuracy and adherence to company policies.
• Troubleshoot and resolve a wide range of customer service issues, including but not limited to booking discrepancies, ticketing concerns, payment issues, and in-travel support.
• Liaise effectively with internal departments (e.g., Sales, Operations, Finance) and external partners (e.g., Amtrak, hotel suppliers, transfer companies) to resolve complex issues and facilitate smooth customer journeys.
• Process payments, issue refunds, and manage billing inquiries with attention to detail and accuracy.
• Proactively communicate with guests about potential itinerary changes or disruptions, offering suitable alternatives and solutions.
• Document all customer interactions accurately and thoroughly in the CRM system.
• Identify opportunities to enhance the guest experience and provide feedback to management for continuous improvement.
• Maintain a high level of product knowledge regarding Railbookers and Amtrak Vacations packages, train routes, destinations, and amenities.
• Handle customer complaints and challenging situations with empathy, professionalism, and a calm demeanor, aiming for first-contact resolution whenever possible.
• Collaborate with team members and contribute to a positive and supportive contact center environment.
• Adhere to all company policies, procedures, and service level agreements.
• Perform other duties as assigned to support the Guest Experience team and overall business objectives.
• Demonstrate strong organizational skills to manage daily tasks efficiently and consistently.
• Remain adaptable and open to change in a fast-paced, growing organization, with a mindset that embraces new challenges and opportunities.

Qualifications

• Minimum of 2 years of experience in a high-volume customer service contact center environment, preferably within the travel, hospitality, or transportation industries.
• Exceptional verbal and written communication skills with a clear, concise, and professional telephone manner.
• Strong active listening skills and the ability to empathize with customer needs.
• Proven problem-solving abilities and a resourceful mindset to find effective solutions.
• Excellent organizational skills and attention to detail, especially when managing multiple tasks and complex itineraries.
• Proficiency with CRM software and Microsoft Office Suite (Outlook, Word, Excel).
• Ability to work independently as well as collaboratively in a team-oriented, remote environment.
• Comfortable working in a fast-paced and dynamic environment, adapting to changing priorities.
• A genuine passion for travel and a desire to create unforgettable experiences for guests.
• Flexibility to work varied shifts, which may include evenings, weekends, and holidays, as required by business needs.
• High school diploma or equivalent required; Bachelor's degree or relevant certifications in Hospitality or Travel are a plus.

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 with access to:
  • 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)

Remote - Work from home Location Requirement

While this position is remote, candidates must be permanently located and authorized to work in one of the following UK countries: England or Scotland. We are unable to consider applicants who reside outside of these locations.