Customer Support Specialist

About us

Tours Around Michigan's award winning team creates memorable city tours (ghost, history, historic home, art/murals, churches etc...) and customized experiences for groups, including conventions & corporations. We love our visitors and locals to Michigan, particularly in the Grand Rapids area. We specialize in tours focused on the hidden gems in cities, history, historic homes, cultures, churches, ghosts and more! We're also happy to be your engaging expert speaker or resource in a variety of topics. We also can include tastings and production tours of breweries, wineries, and other craft beverages. Also unique scavenger hunts

Tours Around Michigan is seeking a dedicated and enthusiastic Customer Support Specialist to join our team! As a leading provider of travel experiences in Michigan, we pride ourselves on delivering exceptional service and creating memorable adventures for our clients. In this role, you will be the primary point of contact for our customers, assisting them with inquiries, resolving issues, and ensuring their experience with Tours Around Michigan exceeds their expectations. You will work closely with other departments to coordinate bookings, manage customer feedback, and implement improvements to our service offerings. Your ability to communicate effectively and empathetically will be vital in fostering relationships with our clients, understanding their unique needs, and addressing any concerns they may have. This is an exciting opportunity to join a dynamic and growing company that values passion for travel and customer satisfaction. If you're looking to make a positive impact in the travel industry and help customers discover the beauty and excitement of Michigan, we want to hear from you! Join us in celebrating the great outdoors and creating unforgettable experiences for our travelers!

Responsibilities

• Provide exceptional customer service via phone, email, and live chat.
• Assist customers with inquiries related to bookings, itineraries, and policies.
• Resolve customer issues efficiently, ensuring satisfaction and retention.
• Manage customer feedback and escalate issues to appropriate departments when necessary.
• Maintain up-to-date knowledge of all tour packages, services, and pricing.
• Collaborate with the sales and operations teams to ensure a seamless customer experience.
• Document customer interactions and maintain accurate records in our CRM system.

• High school diploma or equivalent; degree in hospitality or a related field is a plus.
• Proven experience in customer service or support roles, preferably in the travel industry.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and the ability to think on your feet.
• Familiarity with CRM software and customer service platforms.
• Ability to work flexible hours including weekends and holidays as needed.
• Passion for travel and knowledge of Michigan's attractions and destinations.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development