On-Site Customer Service Rep – Dallas Tours, Evenings

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

Job summary

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.

Responsibilities

• 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.

Skills

High-volume emails

Live chat

Written communication

Google Workspace

Zendesk

Spanish language

CRM familiarity

Tools

Zendesk

CRM system

Job description

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.