Customer Service Representative - On-Site (Dallas)

TopView Sightseeing; Dallas (TX); Sur place; USD 16 000 - 23 000; Plein temps

Résumé du poste

TopView Sightseeing is seeking a Customer Service Representative to work on-site in Dallas. You will handle 100+ emails and live chats daily, resolve reservations issues, and communicate updates to guests across brands. No phone calls required.

We value clear written communication, attention to detail, and ability to manage multiple conversations. The role requires availability for a variety of shifts, including weekends and holidays, and on-site attendance at the Dallas office.

Qualifications

• Experience with high-volume email or live chat support.
• Excellent written communication and attention to detail.
• Proficiency with Google Workspace (Gmail, Docs, Sheets, Drive, Calendar).
• Ability to manage multiple conversations and meet productivity/quality targets.
• CRM or ticketing system experience; Zendesk is a plus.

Responsabilités

• Help guests: answer product and ticket questions; assist with reservations, rescheduling, additions, cancellations, refunds.
• Resolve issues: handle complaints, delays, and service disruptions; review bookings for management approval.
• Manage the queue: prioritize active chats and urgent guest needs; keep emails and follow-ups moving.
• Communicate service updates: send bulk texts and emails about cancellations and schedule changes; track replies.
• Support on-site staff: respond via internal chat to questions about guests, bookings, and tickets.
• Coordinate solutions: work with tour, cruise, bike rental, operations, and management on booking issues.
• Document and follow through: keep Zendesk records; provide updates and follow up on outstanding issues.

Connaissances

High-volume emails

Live chat

Written communication

Google Workspace

Zendesk

Spanish language

CRM familiarity

Outils

Zendesk

CRM system

Description du poste

Customer Service Representative – On-Site in Dallas

• Pay: $14.00/hour | Full-time
• Location: Dallas office; on-site attendance required for all scheduled shifts
• Schedule: Shifts may be scheduled any day of the week. Availability to work Friday, Saturday, Sunday, Monday, and holidays is mandatory. Please do not apply if you cannot meet these requirements.
• Shift window: 7 a.m.–11 p.m. Central (8 a.m.–midnight Eastern). Employees work assigned shifts within these hours, including evenings.
• Daily expectation: Handle 100+ combined customer emails and live chat interactions while providing accurate, professional responses.

TopView offers sightseeing and experiential tours, cruises, bike rentals, and seasonal experiences nationwide. From our Dallas office, you’ll help guests across multiple brands and cities and support on-site teams through internal company chat. This role does not require phone calls.

What You’ll Do

• Help guests: Answer product and ticket questions and assist with reservations, rescheduling, additional guests, cancellations, and refund requests within company policies and approval limits.
• Resolve issues: Handle complaints, delays, and service disruptions; review booking details and resolve requests requiring management approval.
• Manage the queue: Prioritize active chats and urgent guest needs while keeping emails, follow-ups, and outstanding requests moving.
• Communicate service updates: Send bulk texts (blast texts) and emails about cancellations, schedule changes, and boarding updates, and track customer replies.
• Support on-site staff: Respond through internal company chat to questions about guests, bookings, ticket issues, and complaints.
• Coordinate solutions: Work with tour, cruise, bike rental, operations, and management teams on direct and third-party booking issues.
• Document and follow through: Keep accurate Zendesk records, provide customer updates, and follow up on outstanding issues through email and chat.

What You’ll Bring

• Previous customer service experience, including high-volume email or live chat support and handling complaints or escalations.
• Strong written communication, attention to detail, and the ability to manage multiple conversations while meeting productivity and quality expectations.
• Proficiency with Google Workspace (G Suite), including Gmail, Google Chat, Docs, Sheets, Drive, and Calendar.
• Resourcefulness: use available tools to find answers, follow instructions carefully, and help with the backlog, follow-ups, and team tasks during quieter periods.
• Ability to work independently and ask questions promptly when instructions are unclear or an issue requires support.
• CRM or ticketing system experience, sound judgment, dependable attendance, and punctuality.
• Zendesk, tourism, hospitality, or reservations experience and English/Spanish bilingual skills are a plus.