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Travel Customer Support Agent

2 months ago


Springfield, Massachusetts, United States Peter Pan Bus Lines Full time


The Travel Customer Support Agent (TCSA) plays a crucial role in assisting travelers to guarantee a smooth, enjoyable, and secure journey to their destinations.

Agents are tasked with managing a high volume of incoming calls from clients seeking travel details (itineraries, baggage policies, travel regulations, etc.), addressing and documenting customer service inquiries, and aiding customers with ticketing (fare inquiries, billing issues, reservation modifications, online order assistance).

Representatives are committed to delivering an outstanding customer experience by consistently providing attentive, precise, and compassionate service to each client in a professional, courteous, and composed manner.

Additionally, the TCSA supports Dispatch Operations and Drivers.
A Travel Customer Support Agent (TCSA) must: Be available for weekday and weekend shifts, including evenings and holidays.

Possess strong communication skills in English (both verbal and written); proficiency in a second language (particularly Spanish) is advantageous.

Be detail-oriented, exceptionally organized, and capable of thriving in a fast-paced environment.
Handle Customer Support calls and voice messages.
Offer ADA (Americans with Disabilities Act) travel and service information and coordinate travel assistance, compliant with ADA regulations, for customers.
Promote and sell company offerings and seasonal services (such as gift certificates) via phone and in-person.
Provide backup support to the front desk receptionist.
Perform clerical tasks as assigned (filing, data entry, etc.).
Assist with the daily operations of the ticket counter and lost & found.
Exhibit a positive attitude and excel in a collaborative team environment.

Key Responsibilities Include:

Dispatch Operations:
Assisting Drivers with job assignments and bus allocations.
Managing luggage loading, accountability, and lost and found processes.

Essential Skills:
Ability to lift/push/pull up to 50 pounds of luggage.
Basic computer proficiency.

May require travel to various locations for work support as needed (short staffing, holiday assistance, etc).

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