Customer Service Representative

Zūm is revolutionizing mass mobility with its Connected Mobility Experience system. The Customer Service Representative plays a critical role in converting inbound demand into booked charter revenue while delivering a high-quality customer experience, managing the full lifecycle from inquiry through quotation and booking support.

Responsibilities:

• Serve as the primary point of contact for inbound charter inquiries via phone, email, and chat
• Capture detailed trip requirements and generate accurate, timely quotations
• Proactively follow up on all quotes and leads to drive conversion to booked revenue
• Manage customer requests including trip changes, cancellations, and issue resolution
• Deliver fast, effective, and professional communication across all customer interactions
• Resolve customer issues with a focus on single-contact resolution whenever possible
• Maintain accurate records of all customer interactions and opportunities in internal systems
• Collaborate with operations teams to align customer needs with service availability
• Meet or exceed individual revenue, conversion, and responsiveness targets
• Contribute to overall team revenue and customer satisfaction goals

Requirements:

• High school diploma or equivalent required
• 1–3+ years of experience in a call center, customer service, or inside sales environment
• Experience handling high call/email/chat volume with strong responsiveness standards
• Demonstrated ability to manage customer interactions professionally and efficiently
• Strong written and verbal communication skills
• Comfortable using CRM systems and standard business tools (email, spreadsheets, etc.)
• Ability to prioritize and manage multiple tasks simultaneously
• Customer-focused with a high-quality, responsive approach to service delivery
• Sales-oriented — comfortable driving conversations toward booking and revenue conversion
• Strong problem-solving skills; able to assess situations quickly and identify effective solutions
• Operates with urgency in a high-volume, time-sensitive environment
• Charter, transportation, or logistics experience
• Inside sales or quote-to-book conversion experience
• Bilingual (English/Spanish)