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Customer Service Representative

1 month ago

Pigeon Forge, United States Herschend Family Entertainment Full time

At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across all properties, all located in the Great Smoky Mountains of East Tennessee. Ask anyone who has visited Dollywood Parks & Resorts and they will tell you this place is different. It's not a difference that you can touch or see - it's a difference you can feel. We are seeking a Customer Service Representative who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together and caring deeply about our brand. This person also brings a spirit of fun, authenticity, collaboration, creativity and genuine hospitality to the lives of our guests.

We want to work alongside someone who acts as an extension of our mission, values, and culture. This individual is driven to create meaningful experiences for our hosts, guests, and community while ensuring the success and profitability of our unique offerings. They also bring fun, authenticity, collaboration, creativity, and genuine hospitality to their life and work. The right Customer Service Representative checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

This position exists to greet guests and initiate friendly interaction on the phone.Provide guest excellence which exceeds expectations all to be done in a manner consistent with the Mission and Values of The Dollywood Company.

Additionally, the ideal candidate will be able display and live out Lead with Love qualities, strongly rooted in the Dollywood Company culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.

Summary of Essential Functions and Responsibilities

  • Use empowerment to ensure Guest satisfaction
  • Answer questions and provide information about Dollywood Parks and Resorts and other Herschend Enterprises properties, including admissions, products, events, special offers, lodging accommodations, and amenities
  • Perform sales process to include (but not limited to):
    • Selling tickets and completing reservations using complex computerized ticketing and reservations systems
    • Selling season passes
    • Processing credit card transactions with strict adherence to PCI compliance
    • Accommodating guests' requests for refunds, exchanges, and other needs
    • Upselling and cross-selling additional products and amenities
  • Perform defined accounting procedures for sales, refunds, and lodging deposits and balancing daily
  • Make outbound calls for collecting past due payments on Season Pass Installment Plans and promoting sales of products
  • Collect guest information accurately to support Marketing Database and research programs
  • Attend Training Classes and Customer Service Seminars as scheduled
  • Clean and organize work area daily to present a professional appearance
  • Comply with Safety and Security directives, policies and procedures
  • Follow office dress code policy
Management reserves the right to change and/or add to these duties

Educational and Experience Required
  • Must be at least 18 years of age
  • High School Diploma, or equivalent, Required
  • 1 year Ticket Sales or Lodging Reservation experience, Preferred
  • Basic computer skills, Required; knowledge of the BOS ticketing system and/or Opera Property Management System, Preferred
  • Call Center Experience, Preferred
  • Must be able to pass a typing test (25 WPM)
  • Must be able to complete and pass a pre-employment background check and safety screen
Knowledge, Skills and Abilities
  • Must reflect Dollywood's image by being genuinely friendly and caring and by taking pride in their work
  • Must be self-motivated and disciplined
  • Must be able to prioritize and complete work assignments on a timely basis
  • Must maintain strict confidentiality and judgment regarding privileged information
  • Must display and live out Lead with Love qualities by being: patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable
  • Must be committed to continuous improvement
  • Must have professional appearance with good personal hygiene
  • Must promote and support a "team" work environment by cooperating and helping co-workers
  • Must adapt to changes easily
  • Must enjoy a fast-paced, dynamic environment
  • Must show appreciation to others
  • Must be sensitive to the needs of our Guests and feel empowered to take action to meet their needs within company guidelines
  • Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills
  • Must reflect Dollywood's core values through the lens of dignity and respect
  • Able to display and live out Lead with Love Qualities, strongly rooted in the Dollywood Company culture, by being: patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable
  • Able to smile and make eye contact to make a friendly impression when greeting guests, vendors and other employees
  • Must have manual dexterity necessary to complete all job duties
  • Able to sit and/or stand for long/short periods
  • Able to maintain good personal hygiene
  • Able to get along with other employees to work out problems and resolve conflicts
  • Able to comprehend instructions and retain information
  • Able to maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
  • Able to be productive in a fast-paced, dynamic environment
  • Able to be flexible to handle frequent changes in priorities
  • Able to prioritize tasks and complete assignments on time
  • Able to add, subtract, multiply and divide with accuracy
  • Able to lift up to 50 pounds, with assistance
  • Able to communicate effectively using standard English grammar and punctuation
  • Able to tolerate temperatures of 0 to 140 degrees
  • Able to work outdoors
  • Ability to hear, see and speak to answer phones, direct calls, and take messages
  • Ability to work in a small, confined area
  • Ability to operate a fire extinguisher
  • Ability to move about and react quickly in emergency situations
  • Ability to climb and descend stairs
  • Able to have mobility great enough to kneel, bend, reach, twist and move about to perform tasks as assigned
  • Ability to perform duties consistent with creating a safe and secure environment for hosts and guests
  • Ability to perform other functions as assigned
  • Must be able to memorize safety procedures
  • Must be able to operate ticket and season pass equipment, scanners, phone, equipment, copier, facsimile and calculator
  • Must be able to learn computer and printer equipment
  • Verbally communicate memorized information regarding park product


The Dollywood Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. The Dollywood Company drives a welcoming culture where ideas and decisions from all people support our efforts to be relevant in an ever-changing world.