Guest Connections Specialist - Remote (Florida Residents Only)

Position Overview

Your Purpose: You will be the voice of Brightline as guests email, chat with, and call our Guest Services team. While answering 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!

Job Summary: Brightline provides a unique and enriching opportunity to be a part of a new transportation alternative 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.

Key Responsibilities

• Be the voice of Brightline through multiple methods of telecommunication, including email, web chat, and phone calls.
• 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 (e.g., wheelchair seating options).
• Be knowledgeable of seating layout, current offers, ticketing methods, customer programs, and Station Operations policies and procedures.
• Answer guest inquiries via chat software and route department-specific inquiries appropriately.
• 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 respond to guest emails regarding our services or any concerns.
• Use the telephone to return guest calls at predetermined times to address inquiries or issues.
• Respond to rail incidents per the Response Center Manager’s instruction regarding guest movement during delays, cancellations, or other disruptions.
• Become an expert user of various software tools to assist guests and Station Operations teams.
• Participate actively in the security and safety of the station by monitoring for suspicious situations and reporting them immediately to the Security Supervisor.
• Note: As a new, agile business model, this job description does not represent a complete list of qualifications or responsibilities.

Required Qualifications

• Florida Residents Only: At least one year of experience in a high-traffic field such as hospitality, guest services, or transportation.
• A passion for working with people, maintaining an upbeat attitude during both calm and stressful times, and adapting communication styles to suit a diverse audience.
• Ability to assist special needs guests, including those requiring wheelchair assistance.
• Sound judgment with the ability to think and act independently.
• Excellent verbal and listening skills geared towards superior guest satisfaction across in-person, email/chat, and telephone interactions.
• Comfort with technology and various computer programs, along with a willingness to analyze and embrace problem-solving.
• Proficiency in computer skills, including the ability to type approximately 40 words per minute.
• Basic math skills.
• Must be at least 18 years old.
• Must have and be able to show legal permission to work in the United States.
• Availability to work shifts, including weekends and holidays.
• Ability to speak, read, and write English at a high school level with proper punctuation, grammar, and spelling.
• Multilingual skills are not required, but are considered a PLUS.

Compensation

Pay Rate: $20.00 an hour

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