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Customer Experience Associate

BusBank - Easy Way to Charter a Bus Chicago, IL
  • Expired: over a month ago. Applications are no longer accepted.

About You

The ideal candidate is passionate about the Customer Experience. You not only want to ensure every customer and their guest has a positive experience, but you are consistently in a “what can we do better” mode. You’re a self-starter, looking for the opportunity to drive change.

About the Opportunity

***This position is a Wednesday through Sunday (days off Monday and Tuesday)***

This is a hands-on position, with shifts encompassing both evenings and weekends. You’ll have the opportunity to create and consistently provide a positive Customer Experience through policy and process research, development and implementation. This is a Wednesday- Sunday position.

Through a recent merger of and The Busbank, GCS Inc. views itself as a start-up with an “all hands on deck” mentality. There are no lines drawn between positions or teams. The primary responsibilities of the Customer Experience Associate are:

  • Provide pre- and post- booking customer assistance via Phone, Email, Chat and SMS

  • Trip Planning & Pre-travel Trip Management

    • Work closely with Individuals, Corporate, Agency and Personal Event Planners to ensure positive trip results

    • Organize large events; coordinate ground transportation

    • Liaise between the customer and vendor during planning phase

    • Perform Quality Control checks on all confirmed trips

    • Complete all system-generated Tasks related to trips (pre & post- trip)

  • Trip Management: Manage trips in real time

    • Track & report on driver arrival status

    • Liaise between the customer, dispatch and drivers during event if need arises

    • Take immediate action on service-related issues

  • Provide a consistently positive Customer Experience

    • Research and understand the event, location, vendor and planner preferences

    • Build relationships with both the Planner and Vendor community

    • Recognize warning signs; Proactively address operational concerns

    • With manager, track and document best practices; Continuously and proactively identify areas for improvement; Own solutions!

    • Assist vendors with trip-related questions pre-, mid- and post- travel

    • Participate in after-hours/on-call rotation, supporting both customers and vendors

    • Acknowledge and address service issues reported post-travel immediately

    • Communicate vendor quality and/or performance concerns to Vendor Relations

    • Solicit, review and respond to customer and vendor reviews

  • Support internal teams

    • Vendor Relations: Bridge the gap between the Vendor, GCS & the Customer; communicate vendor quality and/or performance concerns to Vendor Relations Manager

    • Product: Solicit, document and provide recommendations on website and/or internal systems improvements; Participate in system testing and round-tables

    • Finance: Finance: Consult, research and resolve trip-related payment and refund concerns (customer and vendor-facing)

    • Sales: Bridge the gap between GCS, the Customer and the Vendor; Communicate trip-related concerns to Sales manager (service issues, payment concerns, customer feedback)

    • All: Act as Subject Matter Expert (SME) for employee systems

Your Skills

  • You possess a positive attitude, with proactive approach to service!

  • You have strong analytical skills, with extreme attention to detail

  • You’re a highly motivated individual with the ability to multi-task effectively

  • You’re well organized and flexible in a changing and dynamic environment

  • You’re able to work well under pressure, with minimal management support

  • You have excellent interpersonal, telephone, writing & customer service skills

  • You are internet savvy with strong skills in GSuite (Docs, Sheets, Mail)

  • You’re a problem solver, with the ability to identify and implement solutions; In short, learn from past experiences, document, share and help implement procedures to grow

Your Experience

  • 3 + years in a positive Customer Service-related field

  • 1 + years in the Meeting & Event Planning, Travel or Transportation Industry preferred

BusBank - Easy Way to Charter a Bus

Why Work Here?

We are the easiest way to book a bus

Global Charter Services Inc. (GCS, inc) is a fast-growing group ground transportation company with offices based in NYC and Chicago. GCS Inc. is poised to bridge the gap between demand and supply in an $8 billion market. We provide customers with the ability to plan, price, and book group ground transportation in one place, saving both time and money.


Chicago, IL