Guest Connections Specialist - Remote (Florida Residents Only)

Other Jobs To Apply

<strong>Your Purpose<br><br></strong>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!<br><br><strong>Job Summary<br><br></strong>Brightline provides a unique and enriching opportunity to be a part of a new transportation alternative that is 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. Teammates ensure our guests’ first and last impression of their Brightline<br><br><strong>Your Role <br><br></strong><ul><li>Be the voice of Brightline through multiple methods of telecommunication, including but not limited to email, web chat and phone call.</li><li>Be attentive and resolve grievances before they escalate.</li><li>Deescalate grievances through thoughtful, understanding communication.</li><li>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.</li><li>Be knowledgeable of seating layout, current offers, ticketing methods, customer programs and Station Operations policy & procedure.</li><li>Answer guest inquiries via chat software and route any department-specific inquiries to those respective areas.</li><li>Answer telephone calls according to ADA compliance guidelines.</li><li>Manage incident cases within the company guest database.</li><li>Process credit card transactions for refunds or upgrades in our back-end reservations system.</li><li>Utilize tools to recover guests with current offers, promotions, and travel incentives.</li><li>Anticipate guest needs and share information about each station and the surrounding areas, adapting your communication style to suit a diverse population.</li><li>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.</li><li>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.</li><li>Respond to rail incidents per the Response Center Manager’s instruction on guest movement relative to delays, cancellations, and other service disruptions.</li><li>Become an expert user of various types of software to best assist guests and Station Operations teams.</li><li>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</li><li>We are a new business model – agile and evolving. The job description isn’t meant to be a complete list of your qualifications or all the things you’ll do. <br><br></li></ul><strong>Qualifications - *** Florida Residents Only*** <br><br></strong><ul><li>You have at least one year of experience in a high-traffic and related field, such as hospitality, guest services or transportation.</li><li>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.</li><li>You can assist special needs guests, such as those in need of wheelchair assistance, when necessary.</li><li>You have sound judgment while thinking and acting independently.</li><li>Your verbal and listening skills are excellent and geared towards superior guest satisfaction, in person, via email/chat and over the phone.</li><li>You enjoy technology and working with various computer programs to suit your needs. Analyzing problems is something you enjoy and embrace!</li><li>Proficient in computer skills; able to type approximately 40wpm.</li><li>While you do not have to be a whiz, you have math basic skills.</li><li>You are a minimum of 18 years old.</li><li>You have and can show legal permission to work in the United States.</li><li>You can work shifts, including weekends and holidays.</li><li>You speak, read, and write English at a High School level, using appropriate punctuation, grammar, and spelling.</li><li>The ability to speak multiple languages is not required, but a PLUS.<br><br></li></ul><strong> Pay Rate - $20.00 an hour <br><br></strong><em>Brightline Management, LLC is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Brightline Management, LLC will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.</em>

Back to blog
Ads

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...