What are the responsibilities and job description for the Team Coordinator (West coast Hours) position at Scenic Group?
Scenic started as a small Australian coach tour company in 1986. It has since grown into a global travel leader, offering river cruises, ocean cruises, and tours to destinations worldwide. With a fleet of luxury vessels and a commitment to exceptional experiences, Scenic continues to redefine the travel industry.
TEAM COORDINATOR (WEST COAST HOURS) – USA CONTACT CENTER
Build a career with a global company. Supportive Leadership Team & Company Culture.
Do you have a desire to deliver exceptional travel experiences to your guests? Love talking about amazing luxury travel destinations such as Europe, Africa, South America and Antarctica to name a few? Have exceptional communication, customer service and sales skills? Able to problem-solve and work directly with guests and travel advisor partners to deliver 5-star quality service? …… Then we are looking for you!
We are currently recruiting for home-based Team Coordinator. This is a full-time phone-based role so you must be a great communicator with sharp listening skills and able to work west coast hours.
The Team Coordinator is a multi-task position that supports the Contact Center Team, Team Leaders, and Managers. This role is designed to assist the Contact Center Team with questions regarding the Scenic & Emerald Cruises policies and products, administrative tasks, coaching and training while providing 5-star service to both internal and external customers.
Tasks
Required Skills/Qualifications
About YOU
Your skill set will include:
Work Environment:
This is a Work-From-Home position. Home-based office environment must be quiet with no outside noise or interruptions. Contact Center Operations are Monday through Friday (9:00am to 8:00pm EST) and Saturday & Sunday (10:00am-6:00pm EST). Please note, hours of operation are subject to change based on the needs of the business.
This position is specifically for West Coast hours (12:15pm-8:15pm EST (9:15am-5:15am PST)) Monday through Friday. On Saturdays & Sundays, the shift will be 10:00am-6:15pm EST (7:00am-3:15pm PST).
IMPORTANT NOTE: This position rotates Saturdays and Sundays – typically you will work 1 Saturday and/or 1 Sunday every 6-7weeks
** If you prefer a schedule that includes permanent Saturdays and/or Sundays, we can accommodate this request. Please advise Scenic during the interview process.
TEAM COORDINATOR (WEST COAST HOURS) – USA CONTACT CENTER
Build a career with a global company. Supportive Leadership Team & Company Culture.
Do you have a desire to deliver exceptional travel experiences to your guests? Love talking about amazing luxury travel destinations such as Europe, Africa, South America and Antarctica to name a few? Have exceptional communication, customer service and sales skills? Able to problem-solve and work directly with guests and travel advisor partners to deliver 5-star quality service? …… Then we are looking for you!
We are currently recruiting for home-based Team Coordinator. This is a full-time phone-based role so you must be a great communicator with sharp listening skills and able to work west coast hours.
The Team Coordinator is a multi-task position that supports the Contact Center Team, Team Leaders, and Managers. This role is designed to assist the Contact Center Team with questions regarding the Scenic & Emerald Cruises policies and products, administrative tasks, coaching and training while providing 5-star service to both internal and external customers.
Tasks
- Maintain expert knowledge in all products offered by Scenic & Emerald Cruises
- Provide guidance and assistance to consultants through help-chat, email and calls
- Coordinate with the Team Leader on development plans for the Contact Center Team
- Assist Team Leader with escalated issues and find positive solutions
- Work closely with USA Contact Center Team
- Encourage Contact Center Team to up-sell product and to secure sales
- Coach individual staff members providing feedback on their service levels as directed
- Participate in call monitoring and sales/service coaching
- Monitor team activities, call flows, queues, and overall Contact Center Team performance
- Service reservation calls for overflow as needed
- Liaise with Regional Sales Directors / Inside Sales Team when they need assistance
- Assist and guide team members on product and policies
- Cross-train to assist with US Final Documentation process and procedures
- Assist with various administrative tasks and duties as assigned by Team Leader and Manager
- Remain highly organized and able to multi-task several inboxes and projects daily
- Contact Center Team including Team Leaders and Managers
- Workforce Planning Administrator
- Flights and Groups Teams
- Operations Teams and Managers
- USA Customer Care Team
- External customers including travel advisors and guests
- Finance team
- IT Team
- Sales Team (Regional Sales Directors & Inside Sales)
Required Skills/Qualifications
- Minimum 3-5 years of Contact Center experience in travel-related service industry
- Minimum 6 months in the Scenic NAM Contact Center preferred
- Familiar with Reservations systems and programs utilized by Scenic reservations
- Experience coaching and training consultants with proven results
- Excellent communication skills both verbal and written
- Solid interpersonal skills with a flexible approach to working in a team environment
- Self-motivated
- Conflict resolution experience and problem-solving skills
- Able to work flexible hours based on the business needs of the Contact Center
- Flexibility including weekend rotation (including Sundays) is required
- Knowledge of all Scenic & Emerald Cruises products and reservations policies
About YOU
Your skill set will include:
- Positive, can-do attitude
- Reliable and self-motivated
- Able to work with minimal supervision
- Excellent communicator with colleagues, leaders, direct guests, and travel advisor partners
- Highly organized and able to prioritize assigned tasks for optimal use of time
- A drive for delivering an excellent guest experience and Contact center team experience
- Exceptional problem-solving skills, accuracy, and a high attention to detail
- Quick learner with a desire to develop and grow within a collaborative team environment
- Team-oriented and results-driven
- Competent computer skills
- Able to multi-task and handle multiple projects at once
- Participate in and adapt to an ever-changing environment
- Experience with an ocean-cruising company; luxury travel experience preferred
- Experience with Sabre flight software a plus
- Intermediate or Advanced knowledge of Microsoft Office including Outlook, Excel, Word and PowerPoint
Work Environment:
This is a Work-From-Home position. Home-based office environment must be quiet with no outside noise or interruptions. Contact Center Operations are Monday through Friday (9:00am to 8:00pm EST) and Saturday & Sunday (10:00am-6:00pm EST). Please note, hours of operation are subject to change based on the needs of the business.
This position is specifically for West Coast hours (12:15pm-8:15pm EST (9:15am-5:15am PST)) Monday through Friday. On Saturdays & Sundays, the shift will be 10:00am-6:15pm EST (7:00am-3:15pm PST).
IMPORTANT NOTE: This position rotates Saturdays and Sundays – typically you will work 1 Saturday and/or 1 Sunday every 6-7weeks
** If you prefer a schedule that includes permanent Saturdays and/or Sundays, we can accommodate this request. Please advise Scenic during the interview process.
