Bookings & Customer Service Coordinator

Bookings & Customer Service Coordinator Main objective: Take 100% of inbound quote requests, bookings, and day-to-day customer communication off your plate so you're never the bottleneck on a "yes." Bookings & Customer Service (Luxury Transportation Company) Upwork Job Description Bluegrass Rides & Rentals is a car rental and chauffeur service based in Louisville, KY, serving Kentucky Derby travelers, weddings, corporate clients, and local rentals. We're looking for a detail-oriented Virtual Assistant to own our booking and customer service process so nothing falls through the cracks. What you'll do: Respond to inbound inquiries via phone, text, email, and social DMs within 1 hour during business hours Provide quotes based on our rate sheet and vehicle availability Manage our booking calendar and confirm reservations with clients Send confirmation, reminder, and follow-up messages to clients Coordinate pickup/drop-off details with drivers Maintain accurate records in our CRM/booking system Handle rescheduling, cancellations, and basic client issues professionally Flag high-value leads (weddings, corporate accounts, multi-day rentals, Derby week bookings) to ownership immediately You should have: Excellent written and spoken English communication skills Experience with customer service, dispatch, hospitality, or booking coordination (transportation/hospitality industry a plus) Comfortable with tools like Google Calendar, CRM software, and messaging platforms Strong attention to detail — a missed booking or wrong pickup time costs us a client Ability to work US Eastern Time business hours, with availability during Derby season and wedding season weekends Start: Part-time to start (15-20 hrs/week), with room to grow to full-time as bookings increase. Please include in your application: a short note on any experience you have in hospitality, transportation, or booking/reservations. KPI to track: Response time to inquiries, booking-to-inquiry conversion rate, zero missed/double-booked reservations.