POSITION SUMMARY:
The Customer Service Representative is responsible for managing incoming reservations from customers and overseeing the reservation from beginning to end to ensure the customer’s service is scheduled and accurate.
RESPONSIBILITIES:
- Schedule travel and arranging for ground transportation, including arranging for wheelchair access or other special accommodations for disabled passengers
- Receive reservations over the phone or online, making notes on each transaction, checking each one for accuracy and entering the information into a computer system
- Advise and assist customers with selecting services to meet their needs
- Review itineraries to ensure that all details are correct, such as dates, times, locations, and contact information
- Provide information about services, schedules, fares, and other travel details to customers over the phone or online
- Up-sell, when appropriate, by telling customers of special packages, offers or promotions and offering additional services
- Process payments, refunds, and service changes using an automated system
- Communicate with other departments as needed to process reservations
· Maintain frequent communication with all team members
- Other duties as assigned
JOB REQUIREMENTS AND QUALIFICATIONS
· 3-5 years of experience in the Transportation Industry
· Excellent interpersonal and customer service skills
· Ability to multi-task in a fast-paced environment
· Detail oriented with excellent follow through
· Must be able to work various shifts and weekends
· Proficient with Microsoft Office and routing or dispatching systems
PHYSICAL DEMANDS / WORK ENVIRONMENT:
· Must be able to sit/stand for 8 hours
· Walking, bending, light lifting up to 25 lbs.
· Work in an office environment