Customer Support Specialist - USA

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  

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. 

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.