Customer Support Specialist – USA

Railbookers Group; Northern (KY); Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

Work from Home

Generous PTO

Medical, Dental, and Vision Insurance

Life Insurance

Disability Plan

401(k) with Employer-Match

Familiarization Trips

Travel Discounts for Employees

Employee Referral Bonus

Job summary

Railbookers Group seeks a Customer Support Specialist to deliver exceptional service for Railbookers and Amtrak Vacations guests. You will handle inbound calls, emails, and web inquiries, assisting with changes, refunds, and travel arrangements.

The role emphasizes proactive problem solving, empathy, and strong product knowledge of itineraries, train routes, and amenities, with remote work options and a guest-centric team environment.

Qualifications

• 2+ years in a high-volume customer service center environment.
• Excellent verbal and written communication with professional telephone manners.
• Experience with CRM software and MS Office.

Responsibilities

• Primary contact for customer inquiries about existing bookings by phone, email, and online channels.
• Assist with itinerary changes, cancellations, modifications, and special requests per policy.
• Troubleshoot and resolve issues including booking discrepancies, tickets, payments, and in-travel support.
• Coordinate with Sales, Operations, Finance and external partners to resolve complex issues.
• Process payments, issue refunds, and manage billing inquiries with accuracy.
• Document all customer interactions in the CRM system and provide proactive updates.

Skills

Customer service

Verbal & written communication

Active listening

Problem solving

Organizational skills

CRM software

Education

High school diploma or equivalent

Bachelor's degree or relevant certifications (plus)

Tools

CRM software

Microsoft Office Suite

Job description

Job DetailsABOUT 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 centre 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
• Medical, Dental, and Vision Insurance including Optional HSA
• Employer sponsored Life and AD&D Insurance
• Voluntary Life and AD&D Insurance
• Voluntary Short-term/Long Term disability Plan
• EAP - Employee Assistance Program
• 401 (k) with Employer-Match
• Work Away from Primary Location
• Familiarization Trips (Get paid to experience our vacations!)
• Employee and Family/Friend Travel Discounts
• 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 states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin.

We are unable to consider applicants who reside outside of these locations.