Guest Connections Specialist - Remote - Full-Time

The Company:

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.

Brightline provides a unique and enriching opportunity to be a part of a new transportation alternative that is keenly focused on hospitality and guest service. Our Stations Operation team takes pride in our modern, new stations and the experiences our guests encounter during their time there. Teammates ensure our guests’ first and last impression of their Brightline journey exceed their expectations of train travel at every opportunity - from assisting guests by relieving them of their check-in baggage to helping them navigate and enjoy our pristine stations while answering any questions they may have. While serving food and beverages with a warm smile and showing genuine interest in their well-being and comfort, our guests soon notice that this is not your average station, journey, or experience. This is Brightline!

Your Purpose:

As a Guest Connection Specialist, you will be the voice of Brightline as guests’ email, chat with and call our Guest Services team. While answering our guests’ questions, assisting in setting up or finalizing their Brightline journey, supporting our Station Operations teams and recovering from any unfortunate happenings, you will help ensure our guests have the best possible experience before, during and after their visits with us!

If you’re a people-person looking for a role where you’ll be empowered to own your zone, inspired to learn, and have the confidence to bounce back from setbacks, this is the perfect opportunity! 

Your Role: 

• Be the voice of Brightline through multiple methods of telecommunication, including but not limited to email, web chat and phone call.
• Be attentive and resolve grievances before they escalate.
• Deescalate grievances through thoughtful, understanding communication.
• Handle ticket and reservation inquiries; demonstrate working knowledge of the booking and travel policy, fare structure and special needs services, such as but not limited to wheelchair seating options.
• Be knowledgeable of seating layout, current offers, ticketing methods, customer programs and Station Operations policy & procedure.
• Answer guest inquiries via chat software and route any department-specific inquiries to those respective areas.
• Answer telephone calls according to ADA compliance guidelines.
• Manage incident cases within the company guest database.
• Process credit card transactions for refunds or upgrades in our back-end reservations system.
• Utilize tools to recover guests with current offers, promotions, and travel incentives.
• Anticipate guest needs and share information about each station and the surrounding areas, adapting your communication style to suit a diverse population.
• Use the email management platform to return guest emails to answer their questions about our services or respond to a concern or problem they had while using Brightline.
• Use the telephone to return guest calls at predetermined times to answer their questions about our services or respond to a concern or problem they had while using Brightline.
• Respond to rail incidents per the Response Center Manager’s instruction on guest movement relative to delays, cancellations, and other service disruptions.
• Become an expert user of various types of software to best assist guests and Station Operations 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 love working with people, staying upbeat and positive for hours on end (including in stressful times) and skillfully adapt your communication style to fit a diverse group of people.
• You have at least 1 year 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 
• You have sound judgment while thinking and acting independently.
• Your verbal and listening skills are excellent and geared towards superior guest satisfaction, in person, via email/chat and over the phone.
• Proficient in computer skills; able to type approximately 40wpm.
• While you do not have to be a whiz, you have math basic skills.
• You are a minimum of 18 years old.