Job Summary:
As a Customer Service Specialist at FRS Clipper, you will be the first point of contact for our past, current, and future guests. You will play a crucial role in setting the tone for their experience with the company. Your primary responsibility is to provide exceptional customer service, embodying our mission of being “The Best Host” by delivering positive, personalized, and professional assistance to all guests.
About the Successful Candidate:
The successful candidate will be a friendly, approachable, and team-oriented individual who takes pride in delivering exceptional customer service. You will possess strong communication skills, a positive attitude, and the ability to handle various customer inquiries and concerns with patience and professionalism. You will be comfortable working in a fast-paced environment, managing multiple tasks, and maintaining a calm demeanor under pressure. A passion for helping others and a strong commitment to our company’s mission of being “The Best Host” will be key to your success in this role.
Key Responsibilities:
Guest Interaction:
1. Greet guests in a friendly and professional manner in person, over the phone, online chat or email. Ensure a positive first impression of FRS Clipper.
Customer Assistance:
2. Address customer inquiries, provide helpful and accurate information, direct sales opportunities to the appropriate Sales Specialist, and assist guests with changes to their existing reservation.
Operational Support:
3. Ensure a smooth guest experience while you assist with morning and afternoon check-in for vessel departures.
4. Check-in luggage, bikes, and pets; collect the applicable fee
5. Print boarding passes and tour vouchers
6. Confirm guests have required travel documents for entering Canada and re-enter for the US
7. Make reservations for ‘walk-up passengers’
Team Collaboration:
8. Work closely with team members to ensure a seamless experience for guests.
9. Provide phone and sales support to the Sales Specialist during high-call volume.
10. Complete dynamic bookings involving vessel classes, hotels, and tours; identify upsell opportunities.
11. Check passenger manifests and confirm accuracy of their booking and passenger information, contacting guests to collect missing information.
12. Reconcile passenger manifest post departure by cross checking the passengers on the vessel are also on the manifest.
13. Assist with Travel Credits clean-up monthly.
14. Other duties as assigned.
Brand Representation:
15. Uphold the company’s mission and values, reflecting a positive image of FRS Clipper through every interaction.
Qualifications and Skills Required:
16. Proven experience in a customer service environment.
17. Ability to multi-task and pay attention to detail while working in a fast-paced, high-pressure environment.
18. A positive attitude with a customer-centric mindset.
19. Strong interpersonal skills and the ability to stay calm in stressful situations.
20. Strong communication skills; able to read, write and speak English fluently.
21. Able to lift and carry up to 50 pounds.
22. Possess proper identification to enter Canada, to be confirmed before hiring. Please note a criminal record or DUI can prevent entry into Canada and disqualify you from consideration for the position.
Education Required:
23. High School Diploma or equivalent.
Job Type: Non-Exempt – Full Time, 40 hours/week
Salary: $ + up to $ monthly bonus based on team achieving KPIs
Schedule: Must be able to work any day of the week, starting at 5:15am or 5:45am. Two days off.