Call Centre Agent

Call Center Agent

Job Purpose

WildPlay Niagara Falls is seeking dynamic individuals to join our team for the upcoming season.

WildPlay’s Call Centre Agents are often the first point of contact for guests planning to visit one of our WildPlay Parks; Call Centre Agents answer incoming phone calls, respond to online chat conversations and emails, make group and individual reservations and fulfill product orders such as season passes and gift certificates. With a friendly, confident and knowledgeable approach, Call Centre Agents provide product information and create the best possible impression and expectation of WildPlay by helping guests with decision-making and ensuring a professional and welcoming experience. 

To excel as a Call Centre Agent, you thrive on making people feel welcome and are comfortable being on the telephone for significant portions of the day. Using excellent verbal and written communication skills, you ensure that our guests feel prepared for their in-park adventure. You can quickly assess consumer interests, communication styles, and help people with varying levels of fitness and challenge goals schedule their activity. As a team player, you apply initiative to accomplish general tasks during quiet times and work cohesively with others during busy times.

Principal Accountabilities

• Providing an exceptional WildPlay experience to all guests through proactive engagement, recognizing opportunities to increase guests’ enjoyment of the park, and actively delivering or exceeding guest expectations. 
• Educating guests on WildPlay elements (activities) and Park experiences by providing accurate information regarding park elements, products, pricing, and park facilities - as well as increasing desire and motivation to purchase an element. 
• Creating reservations for guests through online software, following element-specific procedures, which include processing payments or deposits, gathering required guest information, and confirmation communications. 
• Assisting guests in general trip planning, as relevant to encouraging consumers to visit a Park. 
• Completing fulfillment processes for over-the-phone purchases.
• Assisting in general sales activities as required by business demand, including attending events and/or representing the WildPlay brand in a professional manner.
• Executing additional tasks to meet Contact Centre and WildPlay Niagara Falls-related objectives and operations, as directed by the Guest Service Manager

Work Schedule

This position offers a flexible schedule of part-time or full-time work. There are requirements for evenings, weekends, and/or holidays.

Knowledge/Experience/Skills/Attributes  

Knowledge

• Basic competence and comfortability with technology 
• Awareness of the tourism and attractions industry an asset 
• Knowledge of local areas around Park locations an asset

Experience

• Proven experience in delivering excellent customer service 
• One year of recent customer service or sales experience an asset
• Experience using online reservation tools an asset

Skills

• Well-developed communication skills - both written and oral 
• Ability to act independently and as a team player 
• Ability to think quickly and make decisions without direct supervision 

Attributes and Behaviours

• High level of attention to detail 
• Initiative and a proactive approach to improving consumer experiences 
• Ability to quickly adapt to change 
• Self-starter capable of finding and completing tasks without direct supervision 

What's Cool About This Job?

• Free ziplining and climbing!!
• Paid Lunches
• Bonus opportunities throughout the summer
  
• Great staff events
• Did we mention free ziplining and climbing?!
• Full and part-time hours are available and can change depending on your needs