Customer Success Specialist

Customer Success Specialist / Bus Charter Reservations / Operations, is responsible for ensuring all reservations are managed based on the service the customer has reserved, communicate with operators and driver, supporting all aspects of the department including, but not limited to, quality control of all reservations, contracts, proposals, reservation entry, customer service, CRM account management. Active Trip Support managing service in progress. The Customer Success Specialist is active in inbound calls, online chat (Olark), qualifies prospects and will close sales to build their own customer base. Commission earned on sales closed for opportunities assigned. Bus Operator or Tour Operator experience a plus.

Core Focus & Essential Responsibilities

Qualified candidates must be able to satisfactorily complete the following responsibilities. Other duties may be assigned.

• Coordinate and oversee the quality control process for reservations. Communicate with customers and operators to ensure accuracy of information for flawless service.
• Active Trip Support - communication during service with customer, operator dispatch and drivers; manage service in progress including service issues.
• Act as the liaison for sales team members with customer to ensure service is fulfilled correctly.
• Support Sales Team with account management, reservation entry, account updates in CRM.
• Maintain inbound phone lines, Olark chat and support to qualify prospects or assist customers. Work directly with prospects and provide proposals to close sales in the social and family and wedding segments (or other segments) as required.
• Provide reports from the CRM and assist with account management.
• Liaison with Supplier Relations, IT and Accounting as needed to ensure quality service for the customer.
• Perform other duties and assignments as required.

Essential Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Positive approach to all areas of responsibility in the role.
• Ability to satisfactorily communicate in verbal and written English with customers, management, and co-workers to their understanding.
• Prioritize and organize work assignments, have timely follow up and execution.
• Have superb time management skills and attention to detail.
• Maintain complete knowledge of all transportation services: vehicle inventory, pricing, processes, systems.
• Ability to comply with physical demands as required.
• Knowledge and understanding of CRM applications – Zoho CRM preferred.
• Technology savvy. Reservations systems and online chat a plus.
• Proficient in Google Suite; Microsoft Excel and Google Sheets required.
• Ability to compute basic mathematical calculations, reasoning abilities in customer service.

Required Education and/or Experience

Individual should be a High School Graduate – Associate or Bachelor’s degree a plus, and any combination of education and experience that provides the required knowledge, skills, and ability to effectively fulfill the core focus and essential responsibilities of this job description. Travel and tour industry or bus operator experience in sales or operations role preferred.