Job description

Job Title: Customer Service Representative - Tours, Transportation, etc.

Employment Type: Part-Time (includes 1 weekend day + holidays); potential FT hours during busy season

Available Shifts:

• Day - 8am - 1:00pm
• Night - 4pm - 9:00pm

USA Guided Tours LLC was founded in 2013 and is the top-rated sightseeing / transportation service provider in the National Capital Region. Our services, range from public and private sightseeing tours, to multi-forms of transportation.

USAGT is in search of an experienced Customer Service Representative for our Falls Church, VA office. Candidate must be highly organized, motivated, and have exceptional people skills.

Customer Service Representative Duties

• Handle customer inquiries via phone, email, and live chat
• Enter tour and transportation reservations, collect credit card information
• Complete Checklist Tasks
• Check voicemails and emails for last-minute hotel reservations and/or messages
• Ensure dispatcher's clipboard has all necessary items
• Post bus, driver, tour guide, and hotel pickup / drop off assignments for next shift's tours
• Review and respond to GroupMe messages
• Update Reservations Board/counts/staffing for following day (AM and PM shifts)
• Handle new and existing customer information in CRM
• Manage and resolve customer complaints; escalate priority issues
• Route calls to the appropriate resource
• Follow up on customer calls where necessary
• Document all call information according to standard operating procedures
• Other Duties as assigned

Requirements - Must:

• have excellent verbal and written communication skills
• have accurate data entry / typing skills
• have customer service experience with excellent knowledge of Washington, DC tourism
• be able to solve and analyze problems
• be fluent in English

Qualifications

• High school diploma or equivalent
• Valid driver’s license required
• Knowledge of Microsoft OS and applications
• Knowledge of customer service principles and practices
• Knowledge of administrative and clerical processes
• Organizational skills
• Attention to detail
• Team Player
• Works well under pressure

Job Type: Part-time

Pay: $16.00 - $19.00 per hour

Benefits:

• Flexible schedule
• Paid time off

Schedule:

• Day shift
• Evening shift
• Weekend availability

Ability to commute/relocate:

• Falls Church, VA 22044: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Tell us about your customer service experience.
• PLEASE CONFIRM you are available to work weekends (either day) and holidays.

Education:

• High school or equivalent (Required)

Experience:

• customer service: 2 years (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: One location

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