Customer Service Representative

Strasburg Railroad; Strasburg Township (PA); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Benefits on day one

Group sales exposure

Job summary

Strasburg Rail Road in Strasburg, PA seeks a Customer Service Representative to deliver exceptional guest experiences. You will handle calls and emails, manage reservations, and assist with ticketing and station operations, becoming an important part of our hospitality team.

The role requires strong communication, organizational skills, and a friendly, detail-oriented approach. Some weekends and holidays are required, with full-time, hourly compensation and benefits from day one.

Qualifications

• At least one year of experience in customer service, reservations, call center operations, front desk services, or a related field.
• Strong verbal and written communication skills.
• Experience handling customer inquiries, processing transactions, and resolving service concerns.
• Basic computer proficiency and the ability to learn reservation and ticketing systems.
• Strong organizational skills, accuracy, and attention to detail.
• Previous cash-handling experience is preferred; willingness to learn established procedures is required.
• Flexibility to work some weekends, holidays, and assigned station coverage shifts.

Responsibilities

• Deliver Exceptional Customer Service: Respond to guest calls and emails with professionalism, accuracy, and a welcoming attitude.
• Manage Reservations and Ticketing: Create, modify, and cancel reservations, process refunds, and maintain accurate guest records.
• Resolve Guest Concerns: Listen to questions and concerns, identify appropriate solutions, and ensure timely follow-up.
• Support Group Sales: Identify group reservation inquiries and coordinate communication with our Group Sales Representative.
• Maintain Customer Service Resources: Manage shared email inboxes, update FAQs and standard responses, and help ensure consistent communication.
• Assist with Station Operations: Following training, providing station coverage, support guest check-in and boarding, and complete cash drawer opening and closing procedures.
• Provide Administrative Support: Answer and direct phone calls, greet visitors, assist with general office duties, and handle mail-related tasks as needed.

Skills

Customer service

Reservations

Communication skills

Cash handling

Tools

Reservation systems

Job description

Now Hiring: Customer Service Representative

Strasburg Rail Road | Full-Time | Hourly Position

Be Part of an Unforgettable Guest Experience!

Do you enjoy helping people, solving problems, and creating memorable experiences? Strasburg Rail Road is seeking a friendly, organized, and customer-focused Customer Service Representative to join our team!

As a primary point of contact for our guests, you will help bring the Strasburg Rail Road experience to life by providing exceptional service over the phone and through email. From answering questions about train rides and special events to assisting with ticket reservations and resolving guest concerns, you will play an important role in making every guest interaction welcoming, informative, and positive.

This position also offers the opportunity to support station operations and, following training, serve as Acting Station Lead on assigned days.

What You Will Do

• Deliver Exceptional Customer Service: Respond to guest calls and emails with professionalism, accuracy, and a welcoming attitude.
• Manage Reservations and Ticketing: Create, modify, and cancel reservations, process refunds, and maintain accurate guest records.
• Resolve Guest Concerns: Listen to questions and concerns, identify appropriate solutions, and ensure timely follow-up.
• Support Group Sales: Identify group reservation inquiries and coordinate communication with our Group Sales Representative.
• Maintain Customer Service Resources: Manage shared email inboxes, update FAQs and standard responses, and help ensure consistent communication.
• Assist with Station Operations: Following training, providing station coverage, support guest check-in and boarding, and complete cash drawer opening and closing procedures.
• Provide Administrative Support: Answer and direct phone calls, greet visitors, assist with general office duties, and handle mail-related tasks as needed.

What We Are Looking For

The ideal candidate is dependable, detail-oriented, and passionate about providing outstanding service. They are comfortable communicating with a variety of guests, managing multiple priorities, and working collaboratively with a team.

Qualifications include:

• At least one year of experience in customer service, reservations, call center operations, front desk services, or a related field.
• Strong verbal and written communication skills.
• Experience handling customer inquiries, processing transactions, and resolving service concerns.
• Basic computer proficiency and the ability to learn reservation and ticketing systems.
• Strong organizational skills, accuracy, and attention to detail.
• Previous cash-handling experience is preferred; willingness to learn established procedures is required.
• Flexibility to work some weekends, holidays, and assigned station coverage shifts.

Why Join Strasburg Rail Road?

• Benefits Eligible on Day One: This full-time position is eligible for employee benefits beginning on the first day of employment.
• Meaningful Guest Connections: Help create memorable experiences for guests of all ages.
• A Collaborative Team: Work alongside colleagues dedicated to hospitality, professionalism, and the traditions of Strasburg Rail Road.
• Variety in Your Workday: Enjoy a role that combines customer service, reservations, administrative support, and station operations.

If you enjoy helping people, thrive in a service-oriented environment, and are ready to contribute both in the office and at the station, we encourage you to apply!

Work Environment and Schedule

This is a full-time hourly position based primarily in an office environment, with occasional station assignments. This role involves regular computer and telephone use and may require standing, walking, and working outdoors during station coverage. Weekend, holiday, and additional station coverage assignments are required as operational needs dictate. Reasonable accommodation may be available in accordance with applicable law.

Equal Opportunity Employer

Strasburg Rail Road is an Equal Opportunity Employer committed to maintaining a safe, inclusive, and welcoming environment for employees, guests, and visitors. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.