Sr. Guest Connections Specialist - Miami

At Brightline, we believe in creating meaningful connections through exceptional experiences. We’re creating a brighter way to get there by making travel more convenient, more sustainable, and more hospitable every day. If you’re optimistic, forward-thinking, and interested in shaping the future of travel with us, we’d love to hear from you.   

  Your Purpose  

As an essential member of the Brightline Onboard Services team, you get to ride our beautiful trains each and every day to create a safe, fun, and enjoyable environment for yourself and our guests. Your enthusiasm and attention to detail while interacting with guests, suggesting, upselling, and serving high-quality food and beverages will propel our guests to make Brightline their number-one choice for travel in South Florida. 

 You will be the primary source of support and escalation for Guest Connections Specialists. In addition to the essential functions and qualifications of a Guest Connections Specialist (GCS), the Senior Specialist will also: 

Your Role 

• Suggest and guide guest recovery efforts creatively and with elevated handling. 
• Be an expert user in all tools, systems and resources to assist GCSs in utilizing them. 
• Be a trainer for existing and new GCSs, including shadowing and monitoring ticket handling. 
• Prepare and assign the provision of Brightline Credits for delays, cancellations, and as guest recovery. 
• Be the primary resource for GCS questions including first-level escalation for refund review up to a certain dollar value, clarity on policies and procedures, and recipients for forwarding correspondence. 
• Re-accommodate guests during service disruptions, cancellations, and schedule changes. 
• Respond to guests who share grievances through social media, review sites or overflow channels. 
• Resolve and correspond with guests who share grievances through Better Business Bureau reviews or complaints. 
• Maintain awareness of all promotions and offers, updating relevant resources and teams to ensure all stakeholders are up to date. 
• Assist GCSs with partner products (Uber, Loyalty) by provisioning vouchers, compensation or reservations as required. 
• Be the expert in Brightline’s Loyalty Rewards program, serving as the primary point of contact for all Loyalty inquiries. 
• Be the primary point of contact for Stations or Onboard escalations, taking ownership of communication with guests and sharing feedback to Guest Experience leadership/teams.
• Monitor and review all Brightline communication channels, including our company intranet, bConnected, during work hours to ensure all company and department communications and notifications are promptly reviewed.

You:  

• You have sound judgment while thinking and acting independently. 
• Your verbal and listening skills are excellent and geared towards superior guest satisfaction, in person, and over the phone. 
• You have at least one year of experience in high-traffic and related fields, such as hospitality, guest services, or transportation. 
• You can work shifts, including early mornings, late nights, weekends and holidays. 
• You have at least 3 years of experience working in a guest/customer service role whether in-person or an in-bound call center handling a high volume of contacts per day, or at least 1 year of experience as a guest/customer service Team Lead or equivalent role. 
• You can type a minimum of 60wpm, are a multi-tasker and can prioritize concurrent issues effectively. You have advanced computer and analytical skills. 
• You speak, read, and write English at a College level, using appropriate punctuation, grammar, and spelling. 
• The ability to speak multiple languages is a PLUS. 

  Brightline Management, LLC is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Brightline Management, LLC will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. 

 NOTE: JOB DESCRIPTION IS SUBJECT TO CHANGE BASED ON BUSINESS NECESSITY.