Customer Support Specialist – Canada (ON/BC)

Railbookers Group; Canada; Remote; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Work from Home

Generous PTO Package

Bonus and Incentive Plans

Health Care Spending Account

Retirement Plan

Employee travel discounts

Home office reimbursements

Staff familiarization trips

Job summary

Railbookers Group is seeking a Customer Support Specialist for Canada (ON/BC) to provide frontline service via phone, email and live chat for Railbookers and Amtrak Vacations bookings.

You will assist with itinerary changes, payments, refunds, and inquiries while liaising with internal teams and partners to ensure a smooth guest experience. This role supports a remote, fast-paced travel team and requires a genuine passion for travel.

Qualifications

• Minimum of 2 years in a high-volume customer service contact center.
• Excellent verbal and written communication with a professional telephone manner.
• Strong listening skills and empathy for customer needs.
• Proven problem-solving ability and attention to detail.
• Organized with ability to manage multiple complex itineraries.
• Proficient with CRM software and MS Office.

Responsibilities

• Serve as the primary contact for inquiries about existing bookings via phone, email, and online channels.
• Process itinerary changes, cancellations, payments, refunds, and special requests.
• Troubleshoot issues such as booking discrepancies, ticketing, and billing inquires.
• Collaborate with Sales, Operations, Finance, and external partners to resolve issues.
• Document interactions in the CRM accurately and completely.
• Maintain product knowledge and provide excellent guest experiences.
• Support a positive, remote team environment and meet SLAs.

Skills

Customer service

Communication

Problem solving

Organizational skills

CRM software

MS Office

Education

High school diploma

Bachelor's degree in Hospitality or Travel (plus)

Tools

CRM software

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

# Customer Support Specialist - Canada (ON/BC)Hot Job## 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** 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.## 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* HCSA with Life/ADD (Health Care Spending Account)* Retirement Plan* 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 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 Canadian provinces: **British Columbia (BC) or Ontario (ON)** We are unable to consider applicants who reside outside of these locations.