Customer Service Representative
Look after customers booking transport for the days that matter most to them.
About the role
Most people who contact us are booking transport for something significant, a wedding, a prom, a funeral, a flight they cannot miss. They are often booking this kind of service for the first time, and they are nervous about getting it wrong.
This role is about making that easy. You will be the person who answers the question, matches the enquiry to the right operator, and makes sure nothing falls between us and the company providing the vehicle.
What you will do
- Respond to customer enquiries by phone and email, and help people work out what they actually need
- Match enquiries to the right operator for the vehicle, date and location
- Keep customers and operators aligned on timings, pickup details and changes
- Resolve problems when a booking does not go to plan, and see them through to a proper outcome
- Keep records accurate so the next person picking up a conversation is not starting from nothing
- Flag recurring issues rather than absorbing them, if something breaks often, we want to fix it
What we are looking for
- Experience in customer service, hospitality, travel or another role where you dealt with people directly
- Clear, calm written and spoken communication, including when someone is upset
- Good judgement about when to solve something yourself and when to escalate it
- Comfortable working across phone, email and internal systems at the same time
- Based in or able to work from our Roseville, California office
Nice to have
- Experience with bookings, dispatch or scheduling
- Familiarity with a helpdesk or CRM system
- A second language spoken fluently
How to apply
Send your CV and a short note about why this role interests you. We read every application and reply either way.