Travel Care Specialist

A Travel Care Specialist (TCS) must:

• Must be available to work a variety of shifts, including nights, weekends and holidays.
• Have the proven ability to communicate fluently in English (verbally and written); a second language (especially Spanish) is a plus.
• Is detail oriented, highly organized, and able to work in a fast-paced environment.

Duties may include but are not limited to:

Ticket Agent / Customer Service:

• Overall customer care; answering incoming customer requests for travel and company service information via company phone and/or through an online customer service database
• Troubleshoot and resolve customer service issues
• Provide guidance and support to customers navigating the company website, in addition to assisting customers troubleshooting, placing and exchanging online ticket reservations
• Professionally educate, inform and enforce customers on company guidelines and policies
• Provide ADA (American Disability Act) travel and service information and arrange travel assistance, compliant under ADA law, to customers
• Assist with day to day operations of the ticket counter (as needed)
• Promote and sell tickets, seasonal services (gift certificates etc.) via phone and ticket counter
• Clerical duties as assigned (filing, data entry etc.)
• Answer Customer Care calls and Voice Mails

Dispatch Operations:

• Assisting Drivers with job and bus assignments
• Loading buses, Luggage accountability, and Lost and Found Operations

Additional Key Skills:

• Must be able to lift/push/pull up to 50 pounds of luggage
• Basic computer skillsD
• May be required to travel to other locations for support of work if needed / required (short staff, holiday support, etc)

Location of position is at Union Station Washington D.C. and Downtown Baltimore, MD