To answer incoming calls from customers and agents, to make reservations, capture sales and coordinate the details of each reservation, to answer inquiries and questions, and to provide information to guests as well as agents.
This position requires weekend availability.
RESPONSIBILITIES & DUTIES:
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Answer incoming calls: take and input reservations, provide guests with excursion & service information, describe, sell, & upsell tours.
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Outbound calls: follow-up calls, confirmation calls, reschedule guests, notify guests of changes to their excursion(s)
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Identify and escalate priority issues, route calls to appropriate resource.
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Respond to emails, send guest confirmation emails, and monitor ZenDesk communications.
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Document all call information according to standard operating procedures.
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Customer complaint resolution (includes cc disputes, research & resolution)
- Responsible for in-house retail logo sales and assisting in processing online retail/logo orders.
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Daily responsibilities: food orders, crew schedule distribution & entry, special requests, communication with Captains re: trip changes/no shows/cancellations
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Assist walk-in guests with inquiries, making reservations, gift certificates & logo sales.
QUALIFICATIONS:
- Must have excellent verbal and written communication skills, be proficient with computers and phones, and be able to multitask. Must be able to easily adapt to learning new software systems and be tech savvy.
- Friendly nature with ability to work with all types of personalities.
- Sales experience preferred but not required.
PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
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Sitting for extended periods of time.
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Good eyesight and hearing to accurately process and input information.
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Good manual dexterity to operate a computer and phone system.
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Clear speaking voice and good communication skills to interact with customers over the phone.
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Ability to work in a sedentary environment for extended periods of time.
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Ability to occasionally lift and/or move objects up to 15 lbs. in weight.