SUMMARY

As a Customer Service Representative Level I at our Contact Center, you will be a liaison between our company and its current and potential customers. You will assist with customer inquiries using multiple touch point methods, offering tours that best fit their needs as well as handle confirmation, location pick up and change inquiries from existing customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

RESPONSIBILITIES

• Manage large amounts of inbound and outbound calls in a timely manner
• Seize opportunities to up-sell tours when they arise
• Follow communication “scripts” when handling different topics
• Sell tours through fact finding and explaining tour options, pricing, features, and availability
• Ability to multi-task; handle incoming queue calls, chats, and/or emails
• Meet or exceed key performance metrics, conversion, and quality standards
• Ability to place reservations through PJT’s proprietary booking software – schedule tours, process payments.
• Ability to navigate to multiple applications, social media sites, maps, company website, knowledge base training and other on-line system application tools
• Identify customers’ needs, clarify information, research issues and provide solutions and/or alternatives
• Act as liaison between Pink Jeep Tours and local hotels, answer concierge questions, and book tours efficiently
• High accuracy in processing customer payments and all data input into the reservation system
• Knowledgeable with Discounts and Packages and is comprehensive in executing them
• Execute effective communication with customers, Guides and Service Department to ensure issues are addressed proactively
• Performing basic data entry and account maintenance
• Maintaining a positive and productive work environment

QUALIFICATIONS

• Minimum High School diploma – college degree preferable
• Previous experience in a customer support role
• Strong communication skills
• Effective time management, prioritization and multi-tasking capabilities
• Professional demeanor
• Good judgment and problem-solving skills
• Detail-oriented
• Good team player who is self-motivated and takes initiative
• Prior reservations’ experience preferable
• Computer experience required (MS Windows, Word, Excel)

ESSENTIAL PHYSICAL REQUIREMENTS

• Perform data entry tasks for up to 8 hours per shift
• Ability to communicate effectively with associates and customers on the phone and via computer e-mail and chat. Ability to hear and speak as necessary.
• Read, count and write to accurately complete all documentation and computer transactions
• Operate and use all office equipment necessary to perform the job (computers, copier, fax machine, telephone, and calculators)
• Primarily a desk job so ability to sit for up to 8 hours per shift
• Ability to move or lift equipment throughout the department generally weighing up to 20 pounds.
• Ability to work opening and closing shifts and varied hours and days up to 9 hours per day. A one hour lunch is typically included in the 9 hour shift.
• Ability to use and be around a variety of cleaners used to provide general cleaning of the office areas
• Ability to take each tour to familiarize yourself with the product on an ongoing basis

   

  Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position.