Job Description - 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 4,500 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.

Who You Are:

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.

What You'll Do:

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

What You Bring to Zūm:

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)

$53,000 - $63,000 a year

The targeted base salary range for this role is listed in the compensation section above. Actual salary may be above or below this range based on factors such as location, skills, and relevant experience. In addition, this position may include additional compensation in the form of equity or commissions. If you are a full-time salaried or hourly worker, we offer the following benefits: Medical, Dental, Vision, 401(k), Holidays, Wellness, Vacation, and more.

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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Customer Service Representative

Job Description - Customer Service Representative

About Zūm:

Who You Are:

What You'll Do:

What You Bring to Zūm:

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