At Railbookers Group, home of Amtrak Vacations and Railbookers, we take the complexity out of rail travel for our Travel Advisors and guests worldwide. With the largest selection of carefully crafted independent rail vacations, travelers can customize any of our rail travel experiences to the most sought-after destinations throughout the world as we go to any destination, on any date for any length of time, as if the train goes there, so do we. From the world class luxury trains to overnight sleeping trains on breath taking scenic routes, we include a complete selection of accommodations, sightseeing experiences, and dining options to choose from.

Amtrak Vacations: With train vacation packages connecting to the most popular destinations across the United States and Canada, Amtrak Vacations offers an eco-friendly, flexible, and fun way to discover America. Choose from hundreds of pre-planned train trips or create your own, then sit back and enjoy the journey with Amtrak Vacations. www.AmtrakVacations.com

Railbookers: Railbookers is the leading operator of independent rail vacations, offering an ever-expanding range of expertly planned rail vacations worldwide. We take the complexity out of independent rail travel and offer all our customers hassle-free service, incredible travel experiences, and the very best value. ​With Railbookers, your next adventure by train is just around the corner! www.Railbookers.com

 

Railbookers Group

About 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 center 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 HSAEmployer sponsored Life and AD&D InsuranceVoluntary Life and AD&D InsuranceVoluntary Short-term/Long Term disability PlanEAP - Employee Assistance Program401 (k) with Employer-MatchWork Away from Primary LocationFamiliarization Trips (Get paid to experience our vacations!) Employee and Family/Friend Travel Discounts Corporate Discounts through Working Advantage Employee Referral Bonus ProgramCross-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.

Customer Support Specialist - USA

What the job involves