Big Bus Tours is the world’s largest operator of open-top sightseeing tours, fueling the spirit of adventure in 23 world-famous cities across four continents. Beginning its journey 28 years’ ago, with a fleet of only three buses, Big Bus Tours has swiftly expanded to a global fleet of over 400 hundred open-top buses, turning 5 million tourists into explorers, every year. Big Bus Tours operates in London, Dubai, Hong Kong, New York, Las Vegas, Chicago, Abu Dhabi, Budapest, Istanbul, Miami, Muscat, Rome, Paris, Philadelphia, San Francisco, Darwin, Sydney, Vienna, Washington DC, Dublin, Singapore, Los Angeles and Berlin with a sightseeing concept designed to provide a flexible approach to city discovery. Each open-top bus tour provides a hop-on, hop-off facility at a variety of interesting locations, with complimentary additions to enhance the visitor sightseeing experience. In February 2015, private equity firm Exponent purchased Big Bus Tours, with a shared vision to make Big Bus Tours the number 1 thing to do in each world-famous city. In 2016, Merlin Entertainments PLC became a shareholder, offering a natural synergy with Big Bus Tours and Merlin attractions and experiences around the world. With entertaining guides and commentary and knowledge of the latest events in each city, the Big Bus City Crew leaves every passenger with a story to tell.

Overall Purpose

The mission of the Call Center Agent is to provide and receive incoming customer service and sales calls and emails. This individual is…

Warmly Welcoming:

• Engage customers in a friendly and welcoming way.
• Complete all interactions with phenomenal enthusiasm and friendliness.

Memorable Storytellers:

• For many of our customers, this is their first time exploring the city and they may have many questions, we want our Call Center Agents to provide excellent service answering questions, whether it be about our tours, attractions we offer, maybe even directions to eateries and famous icons. 
• We turn tourists into explorers and our Call Center Agents are in some cases the first part of the Big Bus Story for our customers.  First impressions are important so we expect our team to be properly groomed and look professional 

Always Entertaining:

• Let’s face it, this is a customer service oriented job.  We want an individual who knows how to connect with people; Being entertaining and humorous is a BIG plus. 
• We are always entertaining, delivering information with Flair. A natural communicator with a positive attitude is a must. We want people to enjoy every interaction with Big Bus.  

Dedicated:

• We are a BIG operation and in order to be successful we need professionals who will be dedicated to this role, how? Be here on time and in uniform, ready to work.
• We are also a team and we have to work together with, the Operations team to make the experience flawless for the customer.
• This role is indoors and you will be sitting and on the phone for most of the day

Never Satisfied:

• We are relentlessly pursuing the quest to be the No. 1 thing to do in every world famous city and in order to do that, we want Call Center Agents who are always looking for ways to serve the customers and fellow team members. 
• We want proactive, self-starters who are naturally driven to outperform themselves, the competition and maybe their colleagues in friendly competition.

Key Areas of Accountability and Responsibility:

• Report on time to the depot as scheduled in required uniform
• Answer the phone promptly and professionally
• Provide superior customer service to all incoming calls and emails.
• Provide accurate information and directions regarding the tour, schedule, stops, etc.
• If customers have not already purchased a ticket, try to sell the customer a ticket
• Resolve customer complaints via telephone and email (escalate if necessary)
• Route all non-customer service calls to the appropriate person
• Knowledge and use of the ECR machine
• Complete call logs and any other required paperwork
• To carry out other tasks as may be reasonably requested

Knowledge

• Knowledge of Big Bus Products and the Miami area

Skills

• Effective communication
• Must be able to interact with and speak to customers

Experience/Qualifications

• High School Diploma or equivalent
• 1 year of customer service experience
• Sales experience preferred
• Fluency in English
• Legally authorized to work in the United States
• Great energy level
• Punctual

Competencies

• Customer Engagement / Focus
• Communication Proficiency
• Personal Effectiveness
• Goal Oriented
• Team Oriented
• Ethical Conduct

Physical Requirements

• Job requires employee to sit for continuous periods of time without being able to leave the work area.
• Job requires employee to stand and sit throughout the day to answer all incoming calls with energy and a smile.
• Job requires lifting, carrying or pushing/pulling up to 25 lbs. 

Working Hours

• Seasonal position 
• Must be able to work Fridays, Saturdays and Sundays
• 25 hours/week