Job Description

Your Purpose:

As a Guest Connection Specialist, you will play a vital role in shaping the guest experience by providing knowledgeable, friendly, and efficient support across multiple communication channels. You will ensure that every interaction reinforces Brightline’s commitment to exceptional service, whether by resolving inquiries, assisting with reservations, or proactively offering travel recommendations. Your ability to upsell tickets, suggest services, and personalize interactions will directly contribute to revenue growth while enhancing Guest satisfaction. By anticipating needs and delivering seamless solutions, you will build trust and confidence in Brightline, ensuring that every journey starts with a positive impression. Through your expertise and enthusiasm, Guests will feel valued and assured in their decision to travel with Brightline before they even step aboard.

If you’re a people-person looking for a role where you’ll be empowered to own your zone, inspired to learn, and have the confidence to bounce back from setbacks, this is the perfect opportunity!

Your Role [Essential Functions]:

• Guest Experience & Issue Resolution:
• Ensure a welcoming and hospitable environment by proactively engaging with Guests and addressing their needs.
• Manage online phone inquiries, providing timely responses to questions, concerns, and service-related issues.
• Assist Guests with troubleshooting app or website issues, ensuring smooth access to digital services.
• Anticipate Guest needs and tailor interactions to diverse populations, offering relevant insights on local attractions and station offerings.
• Deliver accurate details on routes, schedules, pricing, station amenities, and train features to empower informed travel decisions.
• Revenue Optimization & Reservation Management:
• Oversee booking procedures, fare structures, and special accommodations to ensure seamless travel experiences.
• Provide expert guidance on seating options and travel upgrades, leveraging opportunities to enhance Guest experience.
• Facilitate ticket sales, refunds, and upgrades while ensuring adherence to operational policies.
• Safety & Security Awareness: Maintain vigilance within the station, identifying and reporting potential security risks to ensure a safe environment for all.
• Communication: Monitor and review all Brightline communication channels, including our company intranet, bConnected, during work hours to ensure all company and department communications and notifications are promptly reviewed.

Please note that this Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the Teammate for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Managerial Responsibility:

• None

Experience & Qualifications

Required Education and Experience:

• You have at least 1 year of experience working in a guest/customer service role, whether in-person or an inbound call center handling a high volume of contacts. Proficient in computer skills.
• You can type a minimum of 40-60 WPM.
• While you don’t have to be a whiz, you have basic math skills.
• You are a minimum of 18 years old.

Knowledge Skills & Abilities:

• You love working with people, staying upbeat for hours on end (including in stressful times), and skillfully adapting your communication style to fit a diverse group of people.
• You can assist special needs Guests, such as those in need of accessibility 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 written communication and over the phone.
• You speak, read, and write at a high school level, using appropriate punctuation, grammar, and spelling.
• Ability to collaborate effectively with cross-functional teams and external partners.
• The ability to speak multiple languages is a PLUS.

Work Environment

Works in a clean, air-conditioned office space, free of noise, dust, and humidity.

Physical Demands:

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to stand, talk, and hear. Occasional lifting of light items required. No specific vision requirements.