Customer Service Representative Miami, FL

Customer Service Representative

We are looking for a Customer Service Representative to join a contract opportunity in Florida. This role supports guests and travel advisors by managing reservation activity with precision, providing high-quality service across multiple communication channels, and helping drive booking value through thoughtful sales support. The ideal candidate brings strong customer service experience, confidence working in reservation or call center environments, and a steady, attentive approach when resolving questions or issues.

Responsibilities:

• Manage daily reservation processing tasks, ensuring bookings and related records are completed accurately across primary and supporting systems.
• Handle new reservations, itinerary updates, cancellations, and special booking documentation while maintaining careful attention to detail.
• Interpret and apply company guidelines correctly when reviewing and processing customer bookings.
• Deliver high-quality service to guests and travel partners through phone, email, and other communication channels with composure.
• Identify opportunities to enhance existing reservations through value-added recommendations that support departmental revenue goals.
• Provide backup assistance during periods of high call volume and support the reservations team as directed by leadership.
• Build and maintain strong working knowledge of company products in order to answer questions and guide customers effectively.
• Escalate recurring issues or service concerns to the supervisor promptly and share practical recommendations for resolution.
• Assist guests and travel advisors with troubleshooting within online booking tools and related external systems.
• Complete additional customer service and operational tasks assigned by management as business needs require.