Customer Care Travel Specialist

Peter Pan Bus Lines; Springfield (MA); On-site; USD 36,000 - 48,000; Full time

Job summary

Peter Pan Bus Lines is seeking a Customer Care Travel Specialist in Springfield, MA. You will handle high volumes of customer calls, provide travel and ticketing information, and assist with reservations and lost & found operations.

The role emphasizes excellent communication, accuracy, and empathy, with opportunities to support dispatch and front desk teams. A friendly, detail-oriented, team player mindset is essential.

Qualifications

• Must be fluent in English (verbal and written).
• Second language is a plus (Spanish preferred).
• Detail oriented, highly organized, able to work in a fast-paced environment.

Responsibilities

• Answer customer care calls and voicemails with accurate information.
• Provide travel information, ticketing support, and service assistance to customers.
• Promote and sell company products and seasonal services via phone and counter.
• May provide back-up support to front desk receptionist.
• Perform clerical duties as assigned (filing, data entry).
• Assist day-to-day operations of the ticket counter and lost & found.
• Assist Dispatch Operations: support drivers with assignments; luggage and lost & found operations.
• Thrive in a team-oriented setting and maintain a can-do attitude.

Skills

Fluent English

Second language (Spanish)

Detail oriented

Highly organized

Team oriented

Can lift 50 pounds

Basic computer skills

Tools

Basic computer skills

Job description

The Customer Care Travel Specialist (CCTS) provides assistance to the traveling customer to ensure a pleasant, safe and effortless experience to their travel destination. Specialists are responsible for handling a large volume of phones calls from customers requesting travel information (schedules, baggage guidelines, travel policy etc.), resolving and reporting customer service requests, and assisting customers with ticketing (fare enquiries, billing questions, reservation changes, online order support). Representatives provide an exceptional customer experience by always giving attentive, accurate, and empathetic service to each customer in a professional, courteous and calm manner. Additionally, the CCTS provides assistance to the Dispatch Operations and Drivers. A Customer Care Travel Specialist (CCTS) must:

• Must be available to work a variety of shifts, including weekdays, nights, weekends and holidays.
• Have the proven ability to communicate fluently in English (verbally and written); a second language (especially Spanish) is a plus.
• Is detail oriented, highly organized, and able to work in a fast-paced environment.
• Answer Customer Care calls and Voice Mails
• Provide ADA (American Disability Act) travel and service information and arrange travel assistance, compliant under ADA law, to customers
• Promote and sell company products and seasonal services (gift certificates etc.) via phone and counter
• May provide back-up support to front desk receptionist office
• Clerical duties as assigned (filing, data entry etc.)
• Assist with day to day operations of the ticket counter and lost & found
• Possesses a "can-do" attitude and thrives working in a team-orientated setting

Duties may include but are not limited to:Dispatch Operations:

• Assisting Drivers with job and bus assignments
• Loading buses, Luggage accountability, and Lost and Found Operations

Additional Key Skills:

• Must be able to lift/push/pull up to 50 pounds of luggage
• Basic computer skills
• May be required to travel to other locations for support of work if needed / required (short staff, holiday support, etc)

Essential Duties & Responsibilities:

• Performs all following duties and responsibilities. Other duties may be assigned.