• Serve as the primary point of contact for customer inquiries regarding existing Railbookers and Amtrak Vacations bookings via phone, email, and online channels. • Provide comprehensive support for itinerary changes, cancellations, modifications, and special requests, ensuring accuracy and adherence to company policies. • Troubleshoot and resolve a wide range of customer service issues, including but not limited to booking discrepancies, ticketing concerns, payment issues, and in-travel support. • Liaise effectively with internal departments (e.g., Sales, Operations, Finance) and external partners (e.g., Amtrak, hotel suppliers, transfer companies) to resolve complex issues and facilitate smooth customer journeys. • Process payments, issue refunds, and manage billing inquiries with attention to detail and accuracy. • Proactively communicate with guests about potential itinerary changes or disruptions, offering suitable alternatives and solutions. • Document all customer interactions accurately and thoroughly in the CRM system. • Identify opportunities to enhance the guest experience and provide feedback to management for continuous improvement. • Maintain a high level of product knowledge regarding Railbookers and Amtrak Vacations packages, train routes, destinations, and amenities. • Handle customer complaints and challenging situations with empathy, professionalism, and a calm demeanor, aiming for first-contact resolution whenever possible. • Collaborate with team members and contribute to a positive and supportive contact center environment. • Adhere to all company policies, procedures, and service level agreements. • Perform other duties as assigned to support the Guest Experience team and overall business objectives. • Demonstrate strong organizational skills to manage daily tasks efficiently and consistently. • Remain adaptable and open to change in a fast-paced, growing organization, with a mindset that embraces new challenges and opportunities.