Customer Service Representative

Company Description Stephen Ambrose Historical Tours was founded by renowned historian and best-selling author Stephen E. Ambrose and is built on over 35 years of experience in World War II and American history travel. The company offers in-depth, educational tours across Europe, the Pacific, and the United States, covering WWII, WWI, the Revolutionary War, the Civil War, and broader American history. Expert historians, many of whom are respected authors and leaders in their fields, guide these immersive experiences. Based in New Orleans, the team manages all logistics to provide seamless service for group tours, private tours, and custom itineraries tailored to the needs of organizations, travel clubs, and families. The company’s strong reputation and long‑standing relationships help ensure smooth, well‑organized travel experiences for guests. Role Description This full‑time, on‑site Customer Service Representative role is based in New Orleans, LA. The Customer Service Representative will respond to phone calls, emails, and online inquiries from prospective and current guests, providing accurate information about tours, itineraries, pricing, and policies. Responsibilities include assisting with reservations and bookings, processing payments and changes, and coordinating closely with operations and sales teams to ensure a smooth guest experience from initial interest through post‑tour follow‑up. The role also involves resolving guest issues or complaints in a timely and professional manner, tracking and documenting guest interactions, and escalating complex concerns when needed. The Customer Service Representative will contribute to continuous improvement by sharing guest feedback, updating FAQs, and helping refine communication materials to support an outstanding travel experience. Qualifications Strong customer‑facing skills, including experience as a Customer Service Representative or in similar Customer Service roles. Ability to deliver high‑quality Customer Support and maintain a focus on Customer Satisfaction in every interaction. Demonstrated commitment to enhancing the overall Customer Experience across phone, email, and online channels. Excellent verbal and written communication skills, with active listening and clear, friendly, and professional tone. Organizational and time‑management skills, with the ability to handle multiple tasks and prioritize in a fast‑paced environment. Comfort with office technology, reservation or CRM systems, and basic proficiency in standard office software. Interest in history and cultural travel; familiarity with World War II or American history is a plus. High school diploma or equivalent required; additional education in hospitality, travel, history, or related fields is an advantage. Ability to work on‑site in New Orleans, LA. Minimum of 5 years of Customer Service Experience. #J-18808-Ljbffr