At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across all properties, all located in the Great Smoky Mountains of East Tennessee. Ask anyone who has visited Dollywood Parks & Resorts and they will tell you this place is different. It's not a difference that you can touch or see - it's a difference you can feel. We are seeking a Customer Service Representative who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together and caring deeply about our brand. This person also brings a spirit of fun, authenticity, collaboration, creativity and genuine hospitality to the lives of our guests.
We want to work alongside someone who acts as an extension of our mission, values, and culture. This individual is driven to create meaningful experiences for our hosts, guests, and community while ensuring the success and profitability of our unique offerings. They also bring fun, authenticity, collaboration, creativity, and genuine hospitality to their life and work. The right Customer Service Representative checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.
This position exists to greet guests and initiate friendly interaction on the phone. Provide guest excellence which exceeds expectations all to be done in a manner consistent with the Mission and Values of The Dollywood Company.
Additionally, the ideal candidate will be able display and live out Lead with Love qualities, strongly rooted in the Dollywood Company culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.
Summary of Essential Functions and Responsibilities
- Use empowerment to ensure Guest satisfaction
- Answer questions and provide information about Dollywood Parks and Resorts and other Herschend Enterprises properties, including admissions, products, events, special offers, lodging accommodations, and amenities
- Perform sales process to include (but not limited to) :
Selling tickets and completing reservations using complex computerized ticketing and reservations systems
Selling season passesProcessing credit card transactions with strict adherence to PCI complianceAccommodating guests' requests for refunds, exchanges, and other needsUpselling and cross-selling additional products and amenitiesPerform defined accounting procedures for sales, refunds, and lodging deposits and balancing dailyMake outbound calls for collecting past due payments on Season Pass Installment Plans and promoting sales of productsCollect guest information accurately to support Marketing Database and research programsAttend Training Classes and Customer Service Seminars as scheduledClean and organize work area daily to present a professional appearanceComply with Safety and Security directives, policies and proceduresFollow office dress code policyManagement reserves the right to change and / or add to these duties
Educational and Experience Required
Must be at least 18 years of ageHigh School Diploma, or equivalent, Required1 year Ticket Sales or Lodging Reservation experience, PreferredBasic computer skills, Required; knowledge of the BOS ticketing system and / or Opera Property Management System, PreferredCall Center Experience, PreferredMust be able to pass a typing test (25 WPM)Must be able to complete and pass a pre-employment background check and safety screenKnowledge, Skills and Abilities
Must reflect Dollywood's image by being genuinely friendly and caring and by taking pride in their workMust be self-motivated and disciplinedMust be able to prioritize and complete work assignments on a timely basisMust maintain strict confidentiality and judgment regarding privileged informationMust display and live out Lead with Love qualities by being : patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountableMust be committed to continuous improvementMust have professional appearance with good personal hygieneMust promote and support a "team" work environment by cooperating and helping co-workersMust adapt to changes easilyMust enjoy a fast-paced, dynamic environmentMust show appreciation to othersMust be sensitive to the needs of our Guests and feel empowered to take action to meet their needs within company guidelinesMust be able to utilize effective communication, problem solving, conflict management and interpersonal skillsMust reflect Dollywood's core values through the lens of dignity and respectAble to display and live out Lead with Love Qualities, strongly rooted in the Dollywood Company culture, by being : patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountableAble to smile and make eye contact to make a friendly impression when greeting guests, vendors and other employeesMust have manual dexterity necessary to complete all job dutiesAble to sit and / or stand for long / short periodsAble to maintain good personal hygieneAble to get along with other employees to work out problems and resolve conflictsAble to comprehend instructions and retain informationAble to maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidaysAble to be productive in a fast-paced, dynamic environmentAble to be flexible to handle frequent changes in prioritiesAble to prioritize tasks and complete assignments on timeAble to add, subtract, multiply and divide with accuracyAble to lift up to 50 pounds, with assistanceAble to communicate effectively using standard English grammar and punctuationAble to tolerate temperatures of 0 to 140 degreesAble to work outdoorsAbility to hear, see and speak to answer phones, direct calls, and take messagesAbility to work in a small, confined areaAbility to operate a fire extinguisherAbility to move about and react quickly in emergency situationsAbility to climb and descend stairsAble to have mobility great enough to kneel, bend, reach, twist and move about to perform tasks as assignedAbility to perform duties consistent with creating a safe and secure environment for hosts and guestsAbility to perform other functions as assignedMust be able to memorize safety proceduresMust be able to operate ticket and season pass equipment, scanners, phone, equipment, copier, facsimile and calculatorMust be able to learn computer and printer equipmentVerbally communicate memorized information regarding park productThe Dollywood Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. The Dollywood Company drives a welcoming culture where ideas and decisions from all people support our efforts to be relevant in an ever-changing world.
