Customer Service Agent

1 week ago

Sevierville, United States Smoky Mountain Distributo Full time
Job DescriptionJob Description

We are seeking a detail-oriented and customer-focused Customer Service Agent Reservationist to join our team. The agent will assist customers in making reservations for various services, ensuring excellent customer service and accurate booking information.

The Customer Service Agents will assist all clients with travel arrangements and scheduling presentations. Agents reserve travel dates for clients, update client accounts, confirm travel and assist in planning travel by promoting area shows and attractions through ticket sales.

Agents are responsible for ensuring guests are qualified by review of reservation submission. Agents manifest various tour segments in our CRMs.

ESSENTIAL JOB FUNCTIONS

  • Customer Service: Interact with brokers, marketing department, and customers to understand client reservations needs.
  • Booking Management: Enter booking details accurately into systems, ensuring all information is correct.
  • Availability Management: Monitor and update availability of presentation times and accommodations to ensure accurate booking options.
  • Problem Resolution: Handle customer inquiries, concerns, and complaints regarding reservations promptly and professionally.
  • Documentation: Maintain accurate records of reservations, cancellations, and modifications.
  • Collaboration: Coordinate with other departments or teams to ensure seamless customer service and resolve booking-related issues.
  • Sales Support: Promote additional services or upgrades to customers when applicable.
  • Ability to speak clearly and effectively, responsible for answering phone customer service and tour scheduling calls.
  • Ability to maintain composure remaining positive and friendly during stressful situations.
  • Ability to provide strong attention to detail and problem solving under pressure with frequent interruptions.
  • Maintain and promote open, positive communication with site leadership, vendors and hotel partners.
  • Communicate tour availability, tour times, and schedule adjustments.
  • Operate office machinery (i.e., computer, copy machine, etc.).
  • Adhere to punctual, regular, and consistent attendance.
  • Use of Microsoft Office, i.e. Word, Excel.
  • Perform other duties as assigned.
MANAGEMENT/SUPERVISORY RESPONSIBILITIES

N/A

QUALIFICATIONS

Required

  • Education: High school diploma or equivalent; customer service is a plus.
  • Prior experience in a customer service role, preferably in hospitality, travel, or a related industry.
  • Excellent verbal and written communication skills
  • Strong organizational skills and attention to detail.
  • Telephone skills-ability to work using a telephone/headset and computer to talk and correspond with customers, management, employees, corporate contacts, clients.
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Data entry skills, typing and word processing skills.
  • High School diploma, GED or equivalent.

SKILLS

Required:

  • Proficient with computer systems and ability to learn new skills.
  • Ability to thrive in a dynamic, fast-paced environment under tight deadlines.
  • People skills the ability to connect over light conversation.
  • Superior critical thinking, analytical and communication skills.
  • Clear focus on delivering results and achieving objectives.
  • Creativity and flexibility.
  • Excellent teamwork skills.
  • Ability to work cross-functionally.
  • Excellent customer service skills; personality dedicated to the guest experience.
  • Ability to work independently and as a team player.
  • Time management with the ability to organize and manage multiple priorities.
  • Problem analysis and problem solving skills.
  • Initiative and adaptability.
  • Detail oriented.
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED

N/A

ESSENTIAL FUNCTIONS: PHYSICAL & ENVIRONMENTAL DEMANDS

Regularly required to walk; sit; stand; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk or hear.

Must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

The noise level in the work environment is typically low to medium.

Able to work a flexible schedule that may include extended hours, evenings, weekends, and some holidays.

TRAVEL REQUIREMENTS

N/A

APPROVAL

y applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions.

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