Charter Customer Service Representative

General Description of the Job- This is a full-time hourly position working Monday - Friday during normal business hours. Individual is responsible for pricing out and selling charters using a charter booking software system. This is an inside sales position and reports directly to the Inside Sales Supervisor.

Educational/Certification and Pre-Requisites- High School Diploma required; prefer some college courses, but not required. Must be able to type 30-40 WPM and be proficient in Microsoft Word and Outlook. Must have excellent written and verbal communication skills and be able to multi-task while working in a fast-paced environment.

Purpose of the Job- The overall purpose of this job is handle incoming calls from customers wanting to get quotes, book charters, or get more information about our services. The primary goal of this position is to sell bus charters to these customers.

Duties

Essential Duties- Includes answering the incoming phone calls from customers to provide information, quotes and booking confirmations to these customers. This individual must be able to ask for orders after providing information and quotes, while serving as a consultant to the customer to help provide the best possible value for their money. Other essential duties include, but are not limited to:

• Serving our customer needs directly or directing customer to another associate
• Data entry using our charter booking software
• Reviewing and interpreting itineraries to accurately price out trips
• Understanding our rate tables to provide accurate pricing
• Calling customers to confirm itineraries for upcoming charters
• Calling customers back who received quotes to try and secure sales
• Securing payments from customers for charters booked
• Working on the switchboard to help cover breaks and lunches
• Running, reviewing and understanding multiple reports used to analyze business and availability of coaches
• Checking e-mails multiple times daily for customer correspondence or quote
  
  

requests and responding accordingly

• Confirming upcoming charters with Operations to check for errors
• Drafting letters, memos and other correspondence
  
  

Emergency Duties

• Decision-making on any number of scenarios when supervisors not present
• Handling last-minute orders or entering emergency changes into system
  
  

Physical Abilities Required- Must have adequate level of manual dexterity to manage the switchboard quickly and efficiently. Moderate movement throughout the administrative office is required each day. Must be able to sit and stand frequently, or be able to sit for long periods of time. Must be able to lift up to 5 pounds and go up and down stairs.

Viewing and Hearing Abilities- Must be able to hear normally either with our without the assistance of a hearing aid. Must have reasonably good vision with or without corrective lenses.

Mental Abilities-Individual must be mentally fit either with or without the aid of medication. Normal reasoning and judgments is required as part of the day-to-day tasks to effectively do the job. The business environment is fast-paced, so individual must be able to multi-task, make decisions and handle reasonable amounts of stress.

Equipment and Tools Used

• Multi-Line phone and Headsets
• Computer
• Fax Machine
• Copier
• Printers
• Multi-line Switchboard System
  
  

Environment and Safety Considerations- Chemical spray for bugs once a month.

Production Requirements- Individual must be punctual and be able to multi-task at a reasonable level, while staying productive throughout the day. The production levels are measured as a total department, so regular reviews are done by supervisors to determine if adequate productivity levels are met.