Full-Time Guest Connections Specialist

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.

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!

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.
• Participate actively in the security and safety of the station, keeping an eye out for any suspicious situations and immediately report them to the Security Supervisor

Qualifications

• You have at least one year of experience in a high-traffic and related field, such as hospitality, guest services or transportation.
• 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 can assist special needs guests, such as those in need of wheelchair assistance, when necessary.
• 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.
• You enjoy technology and working with various computer programs to suit your needs.
• Analyzing problems is something you enjoy and embrace!
• 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.
• You have and can show legal permission to work in the United States.
• You can work shifts, including weekends and holidays.
• You speak, read, and write English at a High School level, using appropriate punctuation, grammar, and spelling.

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