Call Center Agent

This role is 100% IN OFFICE and encompasses the full spectrum of the guest experience.

Hybrid agents are cross-trained in all aspects of call center responsibilities like booking reservations or assisting guests with in-property issues. Agents will be responsible for providing world class customer service and exceptional product knowledge regardless of what call queue they are working in.

This position is classified as non-exempt and reports to the Vacation Specialist Manager.

The Call Center is divided into two call que’s:

• Vacation Specialist (New Reservations)
• Customer Care (Guest Services & Existing Reservations)

Vacation Specialist Responsibilities

• This role is responsible for creating a positive first impression in the guest experience with our company by meeting the needs and building a lasting relationship with each customer. Agents should have strong computer skills, follow conversation guidelines and non-negotiables for each call as those will be things they will be scored on. Up-selling is a big part of this role and should be offered with every booking.

Essential Duties

• Daily: Answers and facilitates calls from potential and current guests
• Correspond with and email all necessary documents to guests
• Monitor and answer emails in your company account along with the shared accounts:
• Reservations OTAs Book Direct Info Engage and follow up with website leads for potential guests
• Up-Sells - offer additional items to each guest at the time of booking or any future conversations
• ID Verification - follow up with guests when ID verification does not match
• Reservation Agreements - follow up with guest when RAs are not signed
• Answer Chat Messages, Answer Text Messages
• Make outbound calls for Orphan Nights, potential guest leads or guests who haven’t stayed with us in a while
• Call assigned online reservations to follow up with the guest about the booking
• Adhere to call flow outlines and non negotiables as trained

Customer Care Responsibilities

• This role encompasses any and all questions a guest may have after the point of the initial booking. Agent will be responsible for providing knowledge of company policies to guests with exemplary customer service. This role also ensures a high-quality customer experience for all in house guests. This is achieved by assisting guests with troubleshooting steps which result in one call resolutions and initiating solutions for resolution of guest reported issues. Follow up is key in this position and should be a primary focus daily.

Essential Duties

• Daily: Pre-Arrival Calls- call guests three days prior to their arrival to ensure Reservation Agreement has been signed, they have received their turn by turn directions and key code/s as well as answering any last minute questions the guest may have
• Answers and facilitates calls for any guest currently booked but not yet in-house; these are a wide variety and every day will be different questions
• Take incoming calls from guests and facilitate them appropriately
• Make outbound calls to guest when needed
• Assist with completing the follow-up board and ensuring all guest needs are met to best of our abilities during their stay
• Filter through Customer Care email and disseminate them as needed
• Notify all incoming reservations that may encounter a loss of amenity or have change during their stay
• Update the check-in and check out lists
• Facilitate with guests to find a new property when the original property they booked will no longer be available during their dates
• Troubleshoot with guests on certain amenities within their property to ensure proper use
• Create work orders for items needing repair, etc.
• Work with other departments to ensure guest issues are addressed accordingly Has Emergency On-Call Phone based on schedule sent out by Customer Care Manager
• Any other tasks/projects assigned by the manager.

Qualifications/Requirements:

• Excellent communication skills
• Proficiency in computer operations
• De-escalation skills
• Attention to detail
• Dependable and positive attitude
• Problem solving skills
• Team Player
• Experience: Required: 1-2 years of sales or customer service experience
• Preferred: Call Center Experience
• Preferred: 3 years of sales or customer service experience
• Education: Required: High school diploma or equivalent
• Preferred: Associate’s or Bachelor’s Degree in related field
• Working Conditions: Agents must be willing to work flexible hours including weekends and late nights as well as on call.
• Agents may be subject to walking and/or sitting for long periods of time.

**Employee Recognition and Rewards programs**

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Experience:

• Sales: 1 year (Preferred)
• Call center: 1 year (Preferred)

Work Location: In person

Salary : $16