Customer Service Representative
3 weeks ago
Customer Service Representative - Dollywood Parks & Resorts - Full Time Year Round Job Category: Marketing/PR Requisition Number: CUSTO003500 Posted: August 6, 2024 Rate: $15.50 USD per hour Locations Dollywood 2700 Dollywood Parks Blvd Pigeon Forge, TN 37863, USA At Dollywood Parks & Resorts, we create memories worth repeating. We are seeking a Customer Service Representative who will embody our mission of creating memories worth repeating while bringing families closer together and caring deeply about our brand. This person will bring a spirit of fun, authenticity, collaboration, creativity, and genuine hospitality to the lives of our guests. This position exists to greet guests and initiate friendly interaction on the phone, providing guest excellence that exceeds expectations in a manner consistent with the Mission and Values of The Dollywood Company. Summary of Essential Functions and Responsibilities Use empowerment to ensure Guest Satisfaction Guarantee policy is implemented Answer questions and provide information about Dollywood, Dollywood’s Splash Country, and Dollywood’s DreamMore Resort on admissions, products, events, and rooms Perform sales process to include (but not limited to): Selling tickets and completing reservations on a computerized ticketing system Selling and processing Season Pass vouchers Process credit card transactions for ticket purchases Accommodate guests’ needs for refunds, exchanges, and other special needs Perform defined accounting procedures for ticket sales, including management of cash funds, deposits, and credit card balancing to ensure all revenue is collected and balanced daily Make collection calls on Season Pass Installment payments that are past due Collect information 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 Wear, keep clean, and maintain appropriate dress attire Management reserves the right to change and/or add to these duties Educational and Experience Required High School Diploma, or equivalent, Required Must be at least 18 years of age 1 year Ticket selling experience, 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 a 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 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. #J-18808-Ljbffr
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