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 overall purpose of a Customer Service Representative and an Agent Sales Executive is to serve customers by providing product and service information, resolving product and service issues and selling/promoting products. Assist the Agent Sales Team in managing existing and new agent accounts with the guidance of the City Sales Manager as well as maximize sales within the partner portfolio and the creation of new business.These individuals are...

Warmly Welcoming…

• Have a genuine and receptive approach to team work. 
• Complete interactions with other departments and management with the highest level of patience and self-assurance.
• Deliver exceptional customer experiences through knowledge of our products and services.

 Memorable Storytellers…

• For many of our customers, this is their first time exploring the city.  The appearance and performance of our Sales team contributes to the overall guest experience and that begins with you! 
• We turn tourists into explorers and our Sales Team members are in many 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, always look professional stand out above the competition.

  Always Entertaining…

• We are always entertaining, delivering information with flair. A natural communicator with a positive attitude is a must. We want people who engage with their team members, management, and our partners in an effectual way.   

  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, well dressed and well groomed. 
• We want to be the No 1 thing to do in every world famous city and we need dedicated and driven professionals to work towards this vision. 
• Learn the key motivation and initiatives of Big Bus in order to achieve goals daily.
• Work to create a positive and successful environment where our sales operation is your top priority and handled with the highest level of integrity and trust.

  Never Satisfied…

• We want CSRs and Sales Agents who are achievement driven and never satisfied: who are constantly looking for ways to improve their craft, knowledge, skills and leadership.  
• We want proactive, self-starters who are naturally driven to outperform themselves, the competition and maybe even their colleagues in friendly competition.
• We want problem solvers who can anticipate issues and take action.

Key Areas of Accountability and Responsibility:

Customer Service Representative

• Promote the core values of the Big Bus Tour Brand, and act, keeping Quality, Honesty, Integrity, Passion, Loyalty, Competitiveness, Team Spirit and Customer focus in mind at all times.
• Report to work on time, in appropriate uniform, representing the brand appropriately and with pride
• Respond to companywide goals and initiatives by striving to exceed individual goals that are set each day
• Providing our customers with outstanding customer service through “Subject Matter Expert” type knowledge of Big Bus Tours’ products, operation, partnerships, and customer service delivery.
• Engage our potential customers through tactful ways to discover their needs, recommend Big Bus Tours’ core products for their sightseeing needs.
• Adhere to all company policies and local selling regulations. 
• Recognize and take action on opportunities to recommend core packaged products and partnered attractions in order to provide our customers a variety of ways to see the city and contribute to the financial success of the company.
• Maximize company revenue through appropriate upselling of our core packaged products as well as collection and redemption of pre-paid vouchers.
• Provide our customers with genuine approach to customer service and entertain them during their experience as well as check issued tickets to ensure accuracy of customer purchase.
• Provide customer service including directions, advisement on attractions and eateries, general information.
• Minimize losses through careful processing of all monetary transactions and keeping record of all sales, vouchers, and receipts. 
• Alert supervisors of any transactional issues, incidents, breakdowns and vehicle defects in a timely manner.
• Protect company assets such as issued Company property (i.e. ECR machine), branded brochures, and any other marketing materials and ensure they are well maintained;  Report any witnessed infractions of company policy to supervisors with urgency.
• Monitor and maintain an environment where customer and team member safety is a concern at all times.

Agent Sales Executive 

• Keep and build long lasting partnerships with agents. 
• Acquire new business partners in order to enhance sales a profitability. 
• Act as liaison between agent partners and Big Bus Tours by reporting to City Sales Manager any issues experienced by our partners.
• Assist City Sales Manager on the development of short and long term sales plans within the department.
• Ensuring charging and debits are in control following the supervision of the City Sales Manager.
• Maintain updated agent partners’ portfolio data base by reporting accurate information.
• Maintain updated Daily visit reports as outlined by City Sales Manager.
• Report Agent Partner updates and trends to City Sales Manager through and in weekly, monthly reports and meetings. 
• Possess the consistent ability and knowledge to lead informal and formal meeting with sales partners, City Sales Manager and General Manager (and, as necessary, Big Bus Tours staff).
• Embody company culture and maintain high level of engagement with our agent partners.
• Ensure any further costs with our partners are informed and authorized by the City Sales Manager, following the guidance of the General Manager.
• Confirm sales commissions are distributed to our agent partners in accordance with budget under the authority of the City Sales Manager and General Manager.
• To carry out other tasks as may be reasonably requested.

Knowledge/Skills/Competencies:

• Knowledge of DC area and products being sold
• Great sales energy; ability to network
• Effective spoken and written communication
• Revenue tracking and reporting
• Must be able to interact with and speak to customers and potential customers
• Accurately and efficiently complete all sales transactions and maintain proper cash and media accountabilities at POS registers.
• Customer Engagement / Focus
• Communication Proficiency
• Sales Acumen
• Personal Effectiveness
• Goal Oriented
• Team Oriented
• Ethical Conduct

Qualifications:

• High School Diploma or equivalent
• Legally able to work in the United States
• Sales experience and competitive nature
• Punctuality and consistent work attendance, in accordance with company policies 
• Customer Service experience is a plus, but not required 
• Professional decorum is a MUST! 
• Focus on problem solving based on customers’ and business needs 
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections 
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change 
• Professional and friendly attitude in order to quickly develop a rapport with customers over the phone 
• Driver’s license class C is required 

Physical Requirements:

• Walking/Standing most of the 8 hour shift 
• Operation of ticket machine and exchange of cash/credit and tickets can be done with one hand if needed
• No lifting/carrying/pushing/pulling over 5lbs
• No overhead lifting/carrying/pushing/pulling

Working Hours and Conditions: 

• Must be available to work a variety of hours, which may include early mornings, evenings, weekends and/or holidays
• 40 hours/week: approximately 60% fulfilling responsibilities of Customer Service Representative role and 40% fulfilling responsibilities of Agent Sales Executive role. 
• Some training is provided, but proven experience in sales position and customer service is a plus.