Call Centre Representative-Customer Service Specialist

Overview

Job Title: Reservation & Guest Support Specialist

Job Location: Calgary

Compensation: Competitive wage

Employment Status: Seasonal

Reports to: Reservation & Guest Support Manager

Reporting to the Reservation & Guest Support Manager, the Reservation & Guest Support Specialist supports three RV rental brands:
Cana Dream (Canada), and the U.S. brands El Monte RV and Road Bear RV. The Guest Service Specialist helps Guests select the right RV for their trip, moving efficiently to a successful booking.

The role is responsible for reservations and on‑road Guest support for Cana Dream, and reservations services only for the U.S. brands (El Monte RV and Road Bear RV).

Reservation & Guest Support Specialist are accountable for handling Guests’ inquiries, complaints, on‑road support, and processing transactions. Applicants must have the ability to multitask, be detail‑oriented, and problem‑solve effectively while supporting Guests via phone and chat in a fast‑paced environment.

THL is a leading North American RV rental and sales company operating across Canada and the United States
, delivering world‑class RV experiences to guests from around the globe. Through our trusted brands,
Cana Dream in Canada and El Monte RV and Road Bear RV in the United States, we provide exceptional travel experiences supported by premium vehicles and outstanding service.

In Canada
, Cana Dream operates seven locations
:
Calgary and Edmonton (Alberta), Vancouver (British Columbia), Whitehorse (Yukon), Toronto (Ontario), Montréal (Quebec), and Halifax (Nova Scotia). In the United States
, El Monte RV and Road Bear RV operate a combined 19 locations
, offering extensive coverage and flexibility for guests exploring the country.

Across North America, we offer a diverse fleet including camper vans, motorhomes, and truck campers
, available for both rental and purchase. Our teams take pride in servicing, preparing, and delivering every vehicle with a consistent wow factor
, ensuring quality, comfort, and reliability at every touchpoint.

Our mission is to deliver a first‑class RV vacation experience
, grounded in exceptional guest service, high‑quality vehicles, and a strong hospitality culture. For more than 30 years
, THL and its brands have evolved with the industry—creating unforgettable journeys for our guests while fostering a collaborative, inclusive, and high‑performance culture for our crew across Canada and the USA.

• Welcomes Guests to Cana Dream, El Monte RV, and Road Bear RV, utilizing each brand’s approved language and maintaining a friendly, professional tone over the phone.
• Provides accurate information to potential Guests, creates and sends quotes using the appropriate quoting applications, and completes reservations over the phone for all three brands.
• Presents a positive and professional image of Cana Dream, El Monte RV, and Road Bear RV to all Guests.
• Confirms Guest reservations, sends pre‑trip information, and processes payments.
• Provides on‑road service and support to Cana Dream Guests when needed.
• Handles reservations‑only support for El Monte RV and Road Bear RV Guests.
• Resolves Guest complaints and processes authorized refunds in accordance with brand policies.
• Promptly forwards service inquiries to on‑call technician Cast Members when applicable.
• Embraces each brand’s voice, standards, and best practices.
• Other duties as required.

• Proven Customer/Guest service and communication skills.
• Ability to speak a second language (German, French, Dutch, Mandarin, or Cantonese preferred).
• Strong attention to detail, problem-solving, and objection handling.
• Experience in call centers, hospitality, or travel and tourism is an asset.
• Strong computer skills and accurate data entry.
• Self-directed, motivated, proactive, and accountable.
• Ability to sit for extended periods and work under pressure.
• Flexible with strong interpersonal skills for a diverse environment.
• Adaptable and able to multitask.
• Demonstrates a “Can-Do” mentality.
• Sensitive, tactful, diplomatic, and professional at all times.
• Strong work ethic and positive team attitude.
• Logical…