In peak season, we run a high volume of guest communication across phone, SMS, email, and webchat. This is not just customer service. We assign shifts within these windows. Weekend rotation is required. Deliver fast, accurate, kind support while keeping tours running smoothly in real time.

Guest Support

Answer guests via phone, SMS, email, and webchat Use templates and follow policy accurately (details matter) Escalate appropriately when needed (refund exceptions, safety, reputational risk) Communicate quickly with guides and city leads using internal channels (Google Chat or similar) Recognize private tour, group, and custom requests and route them correctly with complete info Help “save” bookings when a guest is considering cancelling At Toonie Tours,



everyone contributes to playbooks and training. Phone system, shared inbox, webchat Internal chat (Google Chat / RLP) Bonus if you enjoy working with AI tools and helping improve a knowledge base for automated support. Rapid response times across channels (phone, SMS, email, webchat) Regular contributions to playbooks, scripts, and training You avoid phone calls or real time coordination You need constant direction to get moving 2 to 3 minute video: who you are, why this role, and a story where you stayed calm and took ownership under pressure ~

📌 Customer Experience Agent (Customer Service + Tour Coordinator) (Calgary)
🏢 Toonie Tours
📍 Calgary