Customer Service Representative - On-Site (Dallas)
About The Position
TopView is hiring a full-time Customer Service Representative to work on-site at its Dallas office. The role supports guests across the company’s sightseeing and experiential tours, cruises, bike rentals, and seasonal experiences nationwide, as well as on-site teams through internal company chat. The position pays $14.00 per hour and requires on-site attendance for all scheduled shifts. Assigned shifts fall within 7 a.m. to 11 p.m. Central time and may include evenings. Availability on Friday, Saturday, Sunday, Monday, and holidays is mandatory. The representative handles a high-volume customer support workload, with an expectation of more than 100 combined customer email and live chat interactions each day. The work includes answering product and ticket questions; assisting with reservations, schedule changes, cancellations, additional guests, and refund requests under company policies and approval limits; addressing complaints and service disruptions; sending service updates; and maintaining accurate records and follow-ups. The representative also responds to internal requests and coordinates solutions with operations, tour, cruise, bike rental, and management teams.
Requirements
- Previous customer service experience, including high-volume email or live chat support and handling complaints or escalations.
- Strong written communication skills and attention to detail.
- Ability to manage multiple conversations while meeting productivity and quality expectations.
- Proficiency with Google Workspace, including Gmail, Google Chat, Docs, Sheets, Drive, and Calendar.
- Resourcefulness and initiative in using available tools and resources to find answers and following instructions carefully.
- Ability to work independently, take ownership of assigned work, ask timely questions, and escalate when instructions are unclear or an issue requires support.
- CRM or ticketing system experience, sound judgment, and dependable attendance.
- Availability to work Friday, Saturday, Sunday, Monday, and holidays.
- Ability to work on-site at the Dallas office for all scheduled shifts.
- Ability to handle an expected daily workload of 100+ combined customer email and live chat interactions.
Nice To Haves
- Zendesk experience.
- Tourism, hospitality, or reservations experience.
- English/Spanish bilingual skills.
Responsibilities
- Answer guest questions about products and tickets.
- Assist with reservations, rescheduling, adding guests, cancellations, and refund requests within company policies and approval limits.
- Handle complaints, delays, and service disruptions empathetically; investigate booking details and escalate matters requiring management approval.
- Prioritize active chats and urgent guest needs while managing emails, follow-ups, and outstanding requests.
- Send bulk text messages and emails about cancellations, schedule changes, and boarding updates, and track customer replies.
- Respond to internal company chat requests from on-site staff about guest questions, booking and ticket issues, and complaints.
- Coordinate solutions with tour, cruise, bike rental, operations, and management teams, including for direct and third-party bookings.
- Maintain accurate Zendesk records, provide customer updates, and follow up on outstanding issues through email and chat.
- Proactively assist with the backlog, follow-ups, and team tasks when the queue is quieter.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
