Guest Connections Specialist - Remote (Florida Resident Only)

About Brightline

Brightline is focused on making travel better through experiences that feel helpful, modern, and welcoming. The company aims to make moving around easier, more sustainable, and more pleasant, and it is looking for people who are upbeat, future-minded, and excited to help shape the next chapter of travel.

Role Overview

As a Guest Connections Specialist, you will be the point of contact for guests across several communication channels. The role centers on answering questions, solving problems, supporting reservations, and suggesting relevant travel options that improve the guest journey. You will also help drive revenue by recommending tickets, services, and upgrades in a way that feels personal and service-oriented. The goal is to create confidence and trust before guests even board the train.

Key Responsibilities

Your day-to-day work will include supporting guest inquiries, handling service issues, and making sure each interaction reflects a warm, professional experience. You will also stay alert to safety concerns, monitor internal communications during working hours, and work closely with policies and processes that support smooth operations.

Guest Experience and Support

• Welcome guests in a helpful and courteous manner while proactively identifying what they need.
• Respond to questions and concerns received by phone and through online channels in a timely way.
• Help guests troubleshoot problems with the app or website so they can use digital services without friction.
• Adapt your communication style to different guest groups and offer useful guidance on nearby attractions and station features.
• Share clear information about routes, schedules, fares, station amenities, and train services so guests can make informed decisions.

Reservations and Revenue

• Handle booking steps, fare details, and special accommodation requests with accuracy.
• Recommend seating choices and travel upgrades when appropriate.
• Process ticket purchases, refunds, and upgrades while following operational rules.

Safety, Security, and Communication

• Stay attentive to safety and security concerns within the station and report possible risks.
• Review company and department updates during work hours, including communications on the internal intranet, so nothing important is missed.

Important Notes

This job summary is not a complete list of every duty the role may involve. Responsibilities can change at any time, with or without prior notice.

Work Environment

The position is based in a clean, climate-controlled office setting with little to no noise, dust, or humidity.

Physical Requirements

The job regularly involves using hands and fingers to operate equipment or controls and reaching with the arms. Standing, speaking, and listening are frequent parts of the role, and occasional light lifting may be required. No special vision requirements are listed.

Experience and Qualifications

You should have at least one year of experience in guest-facing or customer service work, either in person or in a high-volume inbound call center. Strong computer skills are needed, along with the ability to type between 40 and 60 words per minute. Basic math ability is expected, and candidates must be at least 18 years old.

Skills and Abilities

The ideal candidate enjoys working with people, stays positive in busy or stressful moments, and can adjust communication to suit a wide range of guests. You should be comfortable supporting guests with accessibility needs, exercising good judgment independently, and communicating clearly in speaking and writing. Strong grammar, punctuation, and spelling are important, as is the ability to work with internal teams and outside partners. Speaking more than one language is considered an advantage.

Compensation

The pay rate for this position is $20.00 per hour.

Eligibility

This remote position is intended for Florida residents only. Applicants must be at least 18 years old and able to meet the experience and skill expectations listed for the role.

Managerial Responsibility

There is no direct managerial responsibility attached to this position.