Call Canter Reservations Agent

2 weeks ago

Peach Springs, United States Grand Canyon Resort Corporation Full time
Job DescriptionJob DescriptionHUALAPAI PREFERENCE

Position: Call Center Reservation Agent
Department: Call Center
Classification: Non-Exempt
Salary Range: H3
Supervisor: Call Center Supervisor

Disclaimer: Position Description is not meant to encompass all aspects of position, other duties may be assigned.

Position Summary:
Responds to incoming customer inquiries, on the phone or online, focusing on building rapport with new and existing customers and following through with a closed sale of Hualapai tourism products. Provides detailed information and assistance to possible guests. May include questions regarding tour packages, pricing, schedules, location, hotel reservations, etc. Ensures outstanding customer service for guests and acts as a Hualapai ambassador.

Knowledge and Abilities:
1. Ability to interact with guests and tour groups and provide prompt, outstanding customer service while selling Hualapai tourism products and services.
2. Ability to understand questions being asked and provide detailed information regarding options, availability and pricing.
3. Ability to utilize computer technology and software.
4. Ability to handle mathematical problems.
5. Ability to handle a high volume of transactions while remaining calm and focused.
6. Ability to communicate in a clear, concise manner, both orally and in writing.
7. Ability to work in a team environment, multi-task efficiently and maintain positive working relationships.
8. Knowledge of Grand Canyon West locations and operations, River Running operations, Hualapai Lodge and Hualapai history and culture.
9. Ability to resolve problems, offer alternative solutions, follow-up with customers, if needed and close sales.
10. Knowledge of means of transportation and related costs, geography and weather at locations and animal and plant life in order to assist potential guests.

Duties & Responsibilities:
1. Respond to guests inquiring by phone or online, about Hualapai tourism products and services being courteous, friendly and helpful. Provide detailed option information while trying to close a sale.
2. Respond to guest questions regarding Grand Canyon West, Hualapai Ranch, Skywalk, Hualapai River Running and Hualapai Lodge. Provide information concerning cost of tours, length of tours, tour operating hours, seasons of operation, transportation, weather, pricing discounts, etc.
3. Provide guests information concerning Hualapai history and culture.
4. Follow-up with customers to resolve problems or answer questions.
5. Provide outstanding customer service, even when customer may not be courteous in return. Handle unhappy customers politely and efficiently and if needed, escalate to management.
6. Perform other work-related duties as assigned.

Qualifications:
1. Good oral and written communication skills.
2. High School Diploma or GED.
3. Prior sales, marketing or Call Center experience preferred.
4. Preference given to Hualapai Tribal members.

Working Conditions:
Typical office environment with high transaction volume.
Must be able to work varying schedules, weekends and holidays.


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