Customer Service Representative - On-Site (Dallas)

TopView Group; Dallas (TX); On-site; USD 16,000 - 23,000; Full time

Job summary

TopView Group is hiring for a Customer Service Representative to work on-site at our Dallas office. The role focuses on handling 100+ daily emails and live chats with accurate, professional responses, without phone calls.

Shifts include evenings and weekends; location requires on-site attendance. You will assist guests with reservations, changes, cancellations, and refunds within company policies, while coordinating with on-site teams to resolve issues and provide timely updates.

Qualifications

• High-volume email or live chat support experience.
• Strong written communication and attention to detail.
• Ability to manage multiple conversations while meeting productivity and quality expectations.

Responsibilities

• Answer product and ticket questions and assist with reservations, rescheduling, additional guests, cancellations, and refund requests within policy.
• Resolve issues: handle complaints, delays, and service disruptions; review booking details and escalate as needed.
• Prioritize active chats and emails; keep follow-ups moving.
• Send bulk texts and emails about cancellations, schedule changes, and updates; track responses.

Skills

Customer service experience

Written communication

Multitasking

Bilingual English/Spanish

Tools

Zendesk

Google Workspace

Job description

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 elevate 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.