Reservation Customer Service

Call Center Solutions is always looking for good Call Center Agent talent to represent our brand and vision. A Call Center Agent will operate in both a sales and support capacity through inbound and outbound calls, chats, and text, and email channels. Attendance is mandatory and strictly enforced.

Duties

Responsibilities may vary based on contract but are not limited to:

• Present, promote and sell products/services by answering inbound calls in a professional manner, converting potential guests into paid reservations utilizing advanced software and sales tools.

• Enter lead and guest data into software, completing to standards and best practices, maintaining accuracy of data input.

• Follow-up with all existing leads with-in set timeframe and in accordance to policies.

• Perform Outbound call campaigns, targeting existing leads in follow-up, past guests and lead lists.

• Confirm reservations by taking payment through e-check, check or credit card according to accounting department’s standards.

• Assist the Managers with assigned projects.

• Understand and achieve individual goals and standards as they relate to sales, conversion, scoring, compliance and more (Monthly Dashboard Requirements).

• Achieve add-on sales objectives including, but not limited to sale of Travel Insurance, Early Arrivals /Late Departures, and more as developed.

• Answer incoming phone calls/texts/chats/emails within a timely manner, ensuring the best customer service.

• Analyze, research, and resolve problems efficiently, in a manner that preserves goodwill and the overall company objectives (One Call/One Resolution).

• Respond / follow-up to each guest in timely manner – Call/Text/Email/Chats

• Assist and communicate with Field teams with Work Orders including, entering, assigning, completing and following-up on maintenance work orders where applicable.

• Act as back-up for Channel Ambassadors with the ability to process and respond to voicemails, emails, and secure messages.

• Learn about and become an expert in all properties and locations to provide caller with a thorough understanding of what has to offer.

• Maintain a working knowledge of all necessary software platforms for role.

• Use the company Timekeeping system and accurately record your shifts worked.

Opportunities are continuously available to grow beyond this role if in good standing with the company and performance

Requirements

•  Minimum Education: High school diploma or GED required
•  Minimum Experience: 1 year call center experience

• Ability to speak Spanish fluently is a plus.
•  Excellent communication skills. Requires ability to communicate clearly and effectively with others in-person and on telephone. 
•  Excellent listening skills and ability to understand and overcome concerns.
• Ability to resolve difficult situations.
•  Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
•  Ability to use a computer, type and navigate internet and new software.
• Attendance is required. Must be able to work weekends, nights and holidays.
•  Position requires sitting for extended periods of time.
•  Must have adequate vision to operate computer and complete paperwork.

Apply today to discuss upcoming contract opportunities! Spanish speakers are welcomed!