Customer Service Representative

4 days ago

Harrisonburg, United States Endless Horizons Full time
Job DescriptionJob Description

We are seeking a Customer Service Representative for the Outdoor Learning Center and the Mountain Valley Meeting and Retreat Center. The Customer Service Representative will be expected to coordinate and perform a wide range of duties including but not limited to serving as the main point of contact for reservation inquiries, coordinate reservation details, communicate client needs to the operations team, and supports Customer Service Manager in an effort to increase revenue within existing business lines and solicit new clients through various prospecting and sales efforts. Work schedules will tend to be 8:30am - 5:00pm daily Monday – Friday, but can include occasional weekends as needed.

JOB SUMMARY:

Under the Direction of the Customer Service Manager candidate will be expected to provide customer service and reservation support to Horizons business units listed above. Candidate will coordinate and perform a wide range of Customer Service duties to ensure that clients needs are met in a timely, efficient, and customer centric manner and following the Standard Operating Procedures set forth by the department.

Responds to incoming phone calls, emails, web generated requests, and other forms of communication relating to reservation inquiries, calendar availability and pricing in an efficient, timely, and professional manner.

Responsible and prioritize reservation inquiries assigned to them by management. This includes taking reservation inquiries from start to finish by gathering details and providing a Customer Agreement Contract, managing deadlines for deposits, final guest counts, dietary needs, and entering all reservation details into conference software which distributes action items to the operations team. Attention to details is imperative. Previous experience with calendar and resource management necessary.

Responsible for creating invoices, delivering invoices to customers, and collecting and processing payments and refunds.

Occasionally serves as an event host for groups at Mountain Valley.

Shares responsibilities for oversight of the day-to-day organization and administrative support in the front office with the Camp Admin, ensuring that the front desk duties remain covered during business hours.

Prompt response to leads/prospects for all business lines responding within 24 hours. Prompt answer of phones during business hours.

Foresee, identify, research, resolve and follows up on potential issues and reacts/adapts in an appropriate manner to minimize negative impact on client.

Effectively communicates with housekeeping, maintenance, food service and programming departments to ensure all guests receive the proper care.

Maintains a positive work environment with all levels of the organization and in the presence of guests

Identifies reoccurring problems and trends suggesting resolutions to Customer Service Manager

Supports Customer Service Manager in an effort to increase revenue within existing business lines and solicit new clients through various prospecting and sales efforts

Maintains a schedule that provides consistent coverage at the front desk during business hours of 8:30 am - 5pm daily. Shift may vary on occasion based on seasonal or business needs.

Performs administrative support duties as needed, including but not limited to written correspondence (electronic and/or hard copy), making copies, creating/editing documents, scheduling, maintaining databases, writing reports, data entry, billing processes, preparing binders, and other duties as assigned.

QUALIFICATIONS:

•Experience with customer service in a sales driven capacity required.

•Competence in managing a reservation calendar and the assignment of resources to maximize sales.

•Proven ability to provide excellent customer service in a high-volume, high-pressure, deadline-oriented environment

•Must have strong listening skills, be detail-oriented, and be able to multi-task

•Proven ability to effectively solve-problems while working independently and/or as a supportive team member

•Excellent communication skills, both verbal and written

•Excellent PC skills, strong typing and Internet navigation skills and proficiency in Excel preferred. •A desire to learn and ability to flourish in a dynamic, high-growth, entrepreneurial environment

•Discretion regarding confidential and proprietary information, combined with poise and professionalism in all communications

•Consistent in attendance and stable work history

REQUIRED CERTIFICATES, LICENSES AND REGISTRATIONS:

Valid Virginia State Driver’s License

PHYSICAL DEMANDS:

The physical demands described 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. While performing the duties of this job, the employee is regularly required to sit, stand and walk; to reach with hands and arms and talk and listen. The employee is occasionally required to use hands to finger, handle, or feel; to taste and to smell. The employee must be able to occasionally lift and/or move up to 50 pounds. Specific vision capabilities required by this job include close vision, distance vision, and peripheral vision.

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. This work environment is considered relatively fast-paced. This position will involve walking on occasion, to include outdoors in inclement weather. Employees must be able to sit, speak on the phone and type at a computer for extended time periods. A willingness to travel is required.

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