Service Ambassador

Overview

Service Ambassador Standard (How We Operate)

• All Service Ambassadors are expected to:
• Deliver hospitality-level customer service and professionalism
• Communicate clearly, respectfully, and proactively with all stakeholders
• Respond to inquiries with urgency, empathy, and accuracy
• Create confidence and trust through consistent communication and follow-through
• Support passengers with dignity, patience, and professionalism
• Anticipate customer needs and proactively resolve concerns
• Maintain accurate records, communications, and service documentation
• Support continuous improvement through customer feedback and service insights
• Uphold confidentiality, integrity, and professionalism at all times
• Act as a professional ambassador for the company across all service environments
• Service Ambassadors are trusted professionals who take ownership of customer satisfaction, communication, relationship management, and service excellence throughout the customer journey.

Key Responsibilities

• Serve as a primary point of contact for passenger, family, caregiver, partner, and stakeholder inquiries
• Support trip requests, bookings, service inquiries, and transportation coordination activities
• Provide accurate information regarding services, scheduling, policies, and operational procedures
• Coordinate communication between passengers, Mobility Champions, Care Companions, Journey Coordinators, and operational teams
• Support hotel, tourism, healthcare, education, government, and institutional partners
• Conduct customer follow-ups and satisfaction outreach activities
• Assist with service recovery and issue resolution efforts
• Maintain accurate CRM records, customer profiles, and communication logs
• Support onboarding of new clients, partners, and service users
• Assist with proposals, presentations, customer-facing materials, and communication initiatives
• Support conferences, exhibitions, networking events, and public-facing activities
• Monitor customer feedback and identify opportunities for service improvement
• Maintain professional communication through phone, email, messaging platforms, and digital channels
• Support special projects and customer experience initiatives as assigned

Qualifications & Experience

• High School Diploma required; Associate's or Bachelor's Degree preferred
• Minimum one (1) year of experience in customer service, hospitality, tourism, healthcare support, passenger services, guest relations, or related fields
• Experience working with diverse populations and service-oriented environments is highly preferred
• Experience in accessibility, healthcare, tourism, hospitality, education, transportation, or community services is an advantage
• Ability to work in fast-paced and customer-facing environments

Licensing & Regulatory Requirements

• Ability to pass background checks and screening requirements where applicable
• Completion of required internal training programs
• Compliance with company policies and organizational requirements

Required Skills & Competencies

• Exceptional customer service and interpersonal skills
• Strong verbal and written communication abilities
• Professional phone and email etiquette
• Strong empathy, patience, and emotional intelligence
• Ability to manage multiple customer interactions simultaneously
• Strong organizational and follow-through skills