What are the responsibilities and job description for the Call Center Agent position at Northgate Resorts Jellystone Park?
Northgate Resorts owns and manages the most awarded Camp-Resort portfolio in the nation. Our passion is creating family camping memories for our guests – memories that will last a lifetime! We don’t do this as individuals but as a passionate team that cares about making a difference in our guests’ lives. We endeavor to be a highly effective, lean, and fast-moving organization.
The Call Center Agent is responsible for providing outstanding service over the phone and email correspondence with the guests while making reservations. This can be a SEASONAL, full-time or part-time position and reports to the Guest Relations Supervisor.
DUTIES & RESPONSIBILITIES
- Manages large amounts of inbound and outbound calls promptly
- Handles guests’ calls accurately using the required phone system
- Makes and edits reservations accurately using the reservation system by matching guests’ needs with available facilities and services
- Upsells ancillary services (golf carts, cabanas, etc.)
- Accurately processes credit card transaction using the reservation system and gift card transactions using a virtual terminal
- Manages and resolves customer complaints, as well as prioritize and escalate when necessary
- Responds to customer emails
- Maintains a record of all conversations in the reservation system
- Works with Marketing on ways to improve communication and transparency with our customers
- Meets personal and team qualitative and quantitative goals
- Participates in other projects and activities as assigned
EDUCATION/TRAINING/EXPERIENCE
- GED/High School required
- One year of customer service experience (Call Center experience is ideal)
QUALIFICATIONS/REQUIREMENTS
- Excellent customer service, communication, and problem-solving skills
- Excellent payment processing experience
- Experience with a POS system is a plus
- Experience with Microsoft Office programs
- Strong attention to detail, speed, and accuracy
- Ability to multi-task and work in a fast-paced environment
- Strong work ethic and a positive attitude
- Ability to work nights, weekends, and holidays
- Work with little to no supervision
- Maintain a positive work environment by acting and communicating in a manner so that you get along with customers, clients, vendors, coworkers, and management
ESSENTIAL PHYSICAL DEMANDS
- Continuously reach, bend, lift, carry, and stoop
- Remain stationary for long periods
- Able to Lift up to 20 lbs
- Able to manipulate fingers, hands, and arms to reach, carry, type, etc
Northgate provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Northgate is also a proud participant of the E-Verify Program.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
