Customer Service Representative

Big Bus Tours LTD Chicago United States of America Sales

Company Description

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 a Customer Service Representative is to promote city exploration by selling our world famous hop-on, hop-off city tours, giving amazing service and to be:

Warmly Welcoming:

  • Engage city visitors in a friendly and welcoming way.
  • Learn the key motivations of why they are here.
  • Match their needs with our product offering.
  • Complete the interaction 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 CSR’s to provide excellent service answering questions, whether it be our tours, attractions we offer, maybe even directions to eateries and famous icons.
  • We turn tourists into explorers and our CSR’s 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, look professional.

Always Entertaining:

  • Let’s face it, this is sales, and the best salespeople know 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.


  • 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, in uniform, well groomed.
  • We are also a team and we have to work together with, the Drivers and Tour guides to make the experience flawless for the customer.
  • This role is outdoors and you will be on your feet, walking/standing 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 CSR’s who are always looking for more.
  • We want proactive, self-starters who naturally is driven to outperform themselves, the competition and maybe their colleagues in friendly competition.

Key Areas of Accountability and Responsibility:

  • 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
  • To carry out other tasks as may be reasonably requested.



  • Knowledge of Chicago 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


  • High School Diploma or equivalent
  • Legally able to work in the United States
  • Sales experience and competitive nature

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

Other information

Working Hours:

  • Must have a flexible schedule


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