Remote Travel Support Specialist - Inbound Reservations

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

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.