Offer summary

Qualifications:

Minimum of 2 years experience in a high-volume customer service environment, preferably in travel, hospitality, or transportation., Exceptional verbal and written communication skills with a professional telephone manner., Strong active listening skills and empathy for customer needs., Proficiency with CRM software and Microsoft Office Suite..

Key responsibilities:

Convert inbound inquiries into bookings with a B2B focus, including follow-up calls.

Qualify leads by understanding travel preferences and budgets to create customized itineraries.

Present pricing, upsell opportunities, and promotions to maximize sales.

Maintain strong relationships with customers and travel advisors to encourage repeat business.

Job description

Job Details

Salary Range: Undisclosed

Description

ABOUT US

Join the leading independent rail vacation provider in North America and beyond! Railbookers Group, home to both Railbookers and Amtrak Vacations, is passionate about delivering unforgettable train travel experiences. We take pride in crafting seamless, personalized itineraries for our guests and travel advisors, offering the largest selection of independent rail vacations worldwide. If you have a passion for travel and a knack for sales, we invite you to be a part of our growing team.

POSITION PURPOSE

We are seeking a highly motivated and results-driven Account Executive to join our dynamic sales contact center. This role is crucial for our continued growth, focusing on building lasting relationships with customers and travel advisors, understanding their needs, and expertly selling customized rail holiday packages. The ideal candidate thrives in a fast-paced environment, is a natural communicator, and possesses a strong ability to close sales.

RESPONSIBILITIES

Convert inbound calls, emails, and web inquiries into bookings for Railbookers and Amtrak Vacations, with a strong B2B focus; includes timely outbound follow-up calls to nurture leads and close sales.
Qualify leads by understanding travel goals, preferences, and budgets to design compelling, customized itineraries.
Confidently present pricing, upsell opportunities, and limited-time promotions to maximize revenue and close sales.
Consistently meet or exceed sales targets, conversion rates, and other key performance metrics.
Foster strong relationships with customers and travel advisors to drive repeat business and referrals.
Collaborate cross-functionally with internal teams to ensure seamless communication and accuracy for every booking and quote.
Maintain expert knowledge of rail routes, destinations, and packages to position offerings effectively.
Accurately track leads and sales in CRM systems and follow established processes for a seamless booking experience.
Stay sharp with ongoing product training, sales coaching, and active participation in team performance initiatives.
Demonstrate strong organizational skills to manage daily tasks and sales opportunities efficiently and consistently.
Remain adaptable and open to change in a fast-paced, growing organization, with a mindset that embraces new challenges and opportunities.

CORE COMPETENCIES

Customer Focus: Acts with the customer in mind, building trust and using feedback to improve service and experience.
Functional/Technical Skills: Applies strong technical knowledge and expertise to consistently perform at a high level.
Interpersonal Savvy: Builds effective, respectful relationships across all levels using empathy, tact, and diplomacy.
Drive for Results: Delivers strong outcomes by consistently exceeding goals and pushing for high performance.
Written Communications: Communicates clearly and effectively through written messages tailored to the audience and purpose.

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.

What we Offer:

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 w/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
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)