Customer Service Representative

TopView Group is a fast-growing sightseeing and local experiences company offering a wide range of experiences across major cities in the U.S. and London. They are seeking a Customer Service Representative to handle customer inquiries, assist with bookings, and manage escalations in a high-volume environment.

Responsibilities:

• Handle customer inquiries (emails and chat) across multiple U.S. cities and international locations, including London, UK
• Assist customers with bookings, changes, and general inquiries
• Manage high-volume escalations with professionalism and confidence
• Follow company policies and escalation protocols
• Accurately document interactions in Zendesk (or similar CRM)
• Work in a fast-paced, high-volume environment

Requirements:

• Strong communication and problem-solving skills
• Experience handling customer escalations, complaints, and high-pressure interactions
• Ability to multitask and stay organized under pressure
• Reliable, professional, and able to work independently
• CRM experience (Zendesk is a plus)
• Must be available for overnights, weekends, and holidays
• Must have a reliable computer, internet, and headset
• Must have a quiet workspace
• Must be dependable — attendance and punctuality are critical
• Must reside in Texas
• Bilingual is a plus (English and Spanish)