Customer Service Representative

About Zūm:

Zūm is revolutionizing mass mobility with its Connected Mobility Experience (Zūm CMX™) system that connects and coordinates people, vehicles, and operations in real time. In the $50 billion student mobility market - the largest segment of the mass mobility industry - Zūm CMX is transforming a daily source of anxiety and disruption into a reliable, transparent, and efficient mobility experience for students and families. Today, more than 6,500 schools rely on Zūm CMX. Recognized globally for its innovative approach and operational execution, Zūm has been named to Fast Company’s World’s Most Innovative Companies, CNBC Disruptor 50 and Changemakers, the World Economic Forum, and the Financial Times’ Fastest Growing Companies lists. Zūm is backed by leading investors including Sequoia Capital, GIC, TPG, and Softbank.
Reporting to our Vice President of Charter Paul Egger, the Customer Service Representative (CSR) plays a critical role in converting inbound demand into booked charter revenue while delivering a high-quality customer experience. This position serves as the front line for customer engagement, managing the full lifecycle from initial inquiry through quotation, follow-up, and booking support. This is not a passive service role - the CSR is expected to actively drive conversion, respond with urgency, and contribute directly to revenue growth.

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

Preferred

• Charter, transportation, or logistics experience

• Inside sales or quote-to-book conversion experience

• Bilingual (English/Spanish)

Zūm Services, Inc. and all its subsidiaries provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.