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Customer Experience Specialist

2 months ago

Raleigh, United States Brisbon Transportation Group Full time
Job DescriptionJob DescriptionHiring for multiple Customer Experience Specialist roles to cover a 24 hour 7 days a week operations.  Candidates must be willing to work alternating shifts including weekends.  This is not a remote position.  

Company Overview:
We are a leading company in the Chauffeured Transportation, Charter and Tours, and Non-Emergency Medical Transportation (nEMT) sectors, committed to delivering exceptional service to our clients. Our mission is to ensure safe, reliable, and enjoyable transportation solutions through unparalleled customer service and operational excellence.
Job Summary:
The Customer Experience Specialist is a dynamic role that combines the responsibilities of dispatchers, reservationists, and customer service representatives into a singular position focused on providing outstanding experiences to our clients. This role is crucial in orchestrating seamless transportation solutions, handling client inquiries and bookings, and resolving any issues that arise, ensuring our customers' satisfaction and loyalty.

Key Responsibilities:
  • Client Interaction: Serve as the first point of contact for our clients, offering professional and courteous assistance via phone, email, and live chat. Address inquiries, provide quotes, and assist with reservations for our chauffeured services, charter and tours, and nEMT operations.
  • Dispatching: Coordinate and dispatch vehicles and drivers, ensuring optimal allocation to meet client needs efficiently. Monitor ongoing trips for timely execution and quality assurance, adapting to real-time challenges with proactive solutions.
  • Reservation Management: Handle all aspects of booking management, including scheduling, modifications, and cancellations. Ensure accurate input and maintenance of reservation details in the company's dispatch and scheduling platforms.
  • Customer Service: Resolve customer service issues with a focus on swift and satisfactory resolution. Address complaints, provide information, and ensure a positive and professional interaction with every client.
  • Quality Assurance: Conduct follow-ups with clients to gather feedback on their experience, aiming to continuously improve service quality and customer satisfaction.
  • Collaboration and Communication: Work closely with other departments such as sales, safety and training, maintenance to ensure a cohesive operation that upholds the company's standards of excellence. Communicate effectively with chauffeurs, nemt transport specialist, and motor coach operators, and other team members to ensure smooth operations.
Requirements:
  • Proven experience in customer service, dispatch, or reservations, preferably in the transportation or hospitality industry.
  • Excellent communication skills, both verbal and written, with the ability to engage professionally with clients and team members.
  • Strong organizational and multitasking skills, with the capability to manage numerous tasks or issues simultaneously in a fast-paced environment.
  • Proficiency in using computer systems and software, including reservation and dispatch applications.
  • A problem-solving mindset, with the ability to think quickly and adapt to changing situations.
  • Commitment to delivering high-quality customer service, with a focus on exceeding customer expectations.
  • Availability to work on a flexible schedule, including evenings, weekends, and holidays as needed.
Benefits:
  • Competitive salary and benefits package.
  • Opportunities for professional development and career advancement.
  • A supportive and dynamic work environment.
  • Being part of a company that values service excellence and customer satisfaction.

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