Love travel? Join the team that helps make unforgettable rail vacations happen every day.
About Railbookers Group
Railbookers Group, home to both Railbookers and Amtrak Vacations, is the leading independent rail vacation provider in North America and beyond. We create seamless, personalized itineraries for travelers, offering the largest selection of independent rail vacations worldwide. Our passion for train travel shows in everything we do.
Schedule
- Fully remote position
- Flexibility to work varied shifts, including evenings, weekends, and holidays
- Full-time role with generous paid time off
- Training provided; must maintain strong attendance
Responsibilities
- Serve as the main contact for customer inquiries on existing bookings via phone, email, and online channels
- Support itinerary changes, cancellations, modifications, and special requests in line with company policies
- Troubleshoot and resolve booking discrepancies, ticketing issues, payment concerns, and in-travel support
- Collaborate with internal teams and external partners (Amtrak, hotels, transfer companies) to solve complex issues
- Process payments, refunds, and billing inquiries accurately
- Proactively communicate about itinerary changes or disruptions, offering solutions
- Document customer interactions in CRM
- Maintain high-level knowledge of products, routes, destinations, and amenities
- Handle challenging situations with empathy and professionalism
- Suggest process improvements to enhance guest experience
- Adapt to changing priorities in a fast-paced environment
Requirements
- 2+ years’ experience in a high-volume contact center (travel, hospitality, or transportation preferred)
- Excellent verbal and written communication skills with professional phone etiquette
- Strong active listening and problem-solving abilities
- Exceptional organizational skills and attention to detail with complex itineraries
- Proficiency in CRM software and Microsoft Office Suite
- Ability to work independently and collaboratively in a remote setting
- Passion for travel and creating memorable guest experiences
- High school diploma or equivalent required; Bachelor’s degree or relevant certification a plus
Benefits
- Work from home
- Generous PTO package
- Bonus and incentive plans
- Medical, dental, and vision insurance with optional HSA and wellness incentives
- Short-term/long-term disability and employer-sponsored life insurance
- Employer-matched 401(k)
- Familiarization trips (get paid to experience our vacations!)
- Employee/family/friend travel discounts
- Corporate discounts through Working Advantage
- Employee referral bonus
- Cross-departmental and advanced training opportunities
- Anniversary, birthday, and recognition perks
- Years of service awards
- Annual reimbursements for home office expenses
Your next journey starts here—apply today to help travelers create memories that last a lifetime.
Happy Hunting,
~Two Chicks…