LEGOLAND Florida Resort Call Center On-site

About us...

LEGOLAND Florida Resort is a 150-acre interactive theme park dedicated to families with children between the ages of 2 and 12. With more than 50 rides, shows, and attractions, and uniquely themed LEGOLAND Water Park, LEGOLAND Hotel, and LEGOLAND Beach Resort inspired by the LEGO and DUPLO brands, LEGOLAND is geared towards family fun!

About the role...

Answer incoming calls and make outbound calls, make bookings, and take payment for all Merlin Entertainments North American Attractions and Resort Hotels. Answer all non-sales related inquiries providing product/service information by answering questions, offering assistance whilst acting as the first point of contact for our callers. Up sell additional products into our available packages. Projecting a professional company image through phone / email and Web Chat interaction. Ensure excellent levels of service are provided in a timely manner across multiple platforms including ZENDESK, Accesso, ISO Pacific, Opera, NICE InContact Platforms.

What you’ll be doing...

• Deliver a “BEST IN CLASS” Guest Excellence experience utilizing Phone / Email or Web Chat contact with guests.
• Take customer calls, make bookings, and take payment for all our North American attractions and Resort Hotels. Cross selling additional products into our available packages.
• Answer all non-sales related inquiries and provide accurate, satisfactory answers to customer queries and concerns with professionalism relating to the division.
• Accurately records customer details in our booking and CRM systems.
• Ensure customers are aware of the terms and conditions upon making a booking with full company compliance.
• Works as part of the call centre team, helping and assisting colleagues where necessary.
• Assists the Guest Excellence Coaches with special projects as required and any other reasonable activities required in the role.
• Maintains a lively positive attitude in the call centre, which is portrayed to the customer.
• Works within a team towards a common objective.
• Accurately records all data such as personal data, promotional and marketing codes for all bookings and customer queries.
• Achieves and exceeds performance targets set for quality, quantity and sales.
• Ensures all customer payment details are recorded in line with company procedures and maintained securely.
• Assists with information distribution and communication of new product information.
• Attends regular one to one meeting’s with Guest Excellence Coaches.
• Attends daily team briefings on time to ensure product knowledge and changes to business processes and policies are understood.
• Offers alternatives to the customer if the original request is unavailable under the direction of the Duty Manager.
• Aware of call flow and queues and takes action where necessary to answer calls as quickly as possible being flexible around break times if necessary.
• Use the correct work codes and dispositions in the phone system, to ensure reporting is accurate and relevant to help improve Call Center productivity and KPI’s
• Makes decisions with set guidelines referring any out of scope requests to the Duty Manager.
• Assists in training new employees as required in line with development plan as proposed by the Guest Excellence Coaches.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support, determining the cause of the issue and explaining the options or best solution to solve the issue.
• Guide callers through troubleshooting, navigating the company site or using the products or services available.
• Suggests ways to enhance productivity to the Guest Excellence Coaches and implements under the direction of the Guest Excellence Coach.
• Work towards common goals including Call Center KPI’s (Guest Excellence & Sales / Customer service delivery).

Who we’re looking for...

Requires at least 6 months of experience in a Call Center Receptionist environment answering multiple telephone lines in a fast-paced and dynamic business environment.
Requires Web / Live Chat experience minimum 6 months.
This position requires a very positive interpersonal style with the ability to maintain a balanced demeanour and utilize excellent customer service skills at all times. Outstanding telephone communication and strong front office communication skills are required. Knowledge of office support functions and equipment required. Computer literacy / able to use multiple programs and systems at one.
Familiar with using Microsoft Office products required.
This position requires strong organizational skills, the ability to take and follow direction from several people, attention to detail, and the ability to handle multiple
priorities.
Exceptional interpersonal and rapport building skills.
Strong typing and grammar skills.
The ability to quickly recall names and phone numbers is required.
This position requires flexibility and the ability to work cooperatively with diverse work styles.

Great time management abilities.

Maintains and improves quality results by adhering to standards and guidelines.
Updates job knowledge by studying new product information; participating in educational opportunities.
Open availability to work 5 out of 7 days a week, including weekends and evenings.

Starting Salary: $17.00/hr

What you'll get...

In addition to a fun and friendly environment, you will also find: competitive salary free entry to LEGOLAND Florida Resort (which also extends to family and friends) 30% discount on LEGOLAND Florida Resort food, beverage and retail products, tuition assistance, free unlimited usage of the local transit system

Furthermore you will enjoy continuous support and opportunities to branch out and develop your career within LEGOLAND and Merlin Entertainments!

** Please consider whether you'll be able to travel to and from the Resort. Some shifts may fall into unsociable hours.**

About Merlin Entertainments

LEGOLAND Florida Resort is part of Merlin Entertainments. A business built on fun, Merlin is a global leader in location based, family entertainment. As Europe's Number 1 and the world's second-largest visitor attraction operator, Merlin now operates over 100 attractions, 15 hotels, and 6 holiday villages in 24 countries and across 4 continents. Our aim is to deliver unique, memorable, and rewarding experiences to millions of visitors across our growing estate of the best known names in global leisure.

Everyone Matters at Merlin. _
At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry._

Job Type: Part-time

Pay: $17.00 per hour

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday
• Weekend availability

Work Location: One location

Salary : $17