JOB DESCRIPTION AND DETAILS
Working from home, receive calls and book reservations according to established company procedures. Display exceptional guest service skills to effectively promote products and services, address general guest concerns, and provide consultation to ensure maximized guest experience.
Reports to Contact Center Manager; takes direction from Contact Center Supervisor
Essential Duties and Responsibilities
Answer incoming calls in a timely manner and book reservations based on the specific service time requirements
Maintain agent and team standards, and show accountability for personal goal numbers
Under general supervision, understand and comply with Contact Center policies and procedures
Maintain guest file database
Make proper documentation for any booking modifications
Strong guest service skills; preferably in a fast-paced call center and/or reservations environment
Excellent oral and written communication skills, and telephone etiquette
Demonstrate sound decision making and critical thinking skills
Must live within 50 miles of Tempe, AZ
Must be able to attend and successfully complete training in person at our Tempe Office
Ability to identify high level customer issues to be escalated to team leadership
Strong organizational skills with attention to detail and accuracy
Must have strong computer skills including typing
Discipline to work remotely from home while following a set schedule
Flexibility of hours; including evenings, weekends, and holidays
A quiet workspace that is free of distractions, ergonomic chair, and desk
Must provide own high-speed Internet service (5 megabits download and 1 megabit upload) from a reliable provider.
Must be able to use Internet via a cable plugged directly into PC (not WiFi).
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regularly required to sit for long periods of time
Frequently requires repetitive motion of the wrist, finger dexterity, and visual acuity for computer entry
The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must have high level of interpersonal and oral communication skills
Regularly requires demonstrated poise, tact, and diplomacy when interacting with those encountered in the course of work, some of whom may be demanding, dissatisfied or upset
Frequently required to analyze and solve problems; observe and interpret people and situations; learn and apply new information and skills
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed in a home office setting that meets company requirements
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