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Lead Call Center Reservation Agent

Grand Canyon Resort Corp Peach Springs, AZ

  • Expired: September 28, 2021. Applications are no longer accepted.
HUALAPAI PREFERENCEPosition: Call Center Lead Reservation Agent Department: Call Center Classification: Non-Exempt Salary Range: H4 Supervisor: Call Center Manager 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. Assists Supervisor in handling escalated issues and assists in training new employees. Assists in monitoring Agent calls and emails. Assists in supervising a team of Call Center Reservation Agents when the Supervisor is off or on travel.Knowledge and Abilities:
  1. Demonstrated ability to interact with guests and tour groups and provide prompt, outstanding customer service.
  2. Demonstrated ability to understand questions being asked and provide detailed information regarding Hualapai tourism options based on customer needs.
  3. Demonstrated ability to utilize appropriate software and teach others in its use and on selling and up-selling methods.
  4. Ability to lead, coach, train, develop and motivate Call Center employees to ensure customer expectations are exceeded and handled promptly, accurately and courteously.
  5. Demonstrated ability to communicate in a clear, concise manner and handle escalated issues or guests that are not happy.
  6. Demonstrated ability to foster a team environment, multi-task efficiently and maintain positive working relationships. Demonstrated ability to remain calm and focused under pressure.
  7. Demonstrated ability to resolve problems, offer alternative solutions, follow-up with customers and close sales.
  8. Demonstrated math skills.
  9. Knowledge of Grand Canyon West locations and operations, River Running operations, Hualapai Lodge and Hualapai history and culture.
Duties & Responsibilities:
  1. Assist with supervision of a Call Center Team, in the absence of the Supervisor or Manager.
  2. Provide detailed tourism options and respond to all guest and employee 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. Proficient in utilizing appropriate software and to train employees on its use.
  4. Ensure all customer interactions are prompt, accurate and courteous.
  5. Oversee the handling of groups and group tours.
  6. Provide on the job training for new employees.
  7. Prepare reports on Call Center activity. Monitor and evaluate agent calls and emails. Coach staff on results, both positive and negative and train individuals accordingly.
  8. Foster a team environment and assist team in handling escalated issues or difficult or unhappy guests.
  9. Ensure that all communications are shared with employees in a timely and accurate manner, as appropriate.
  10. Keep the Call Center Manager/Supervisor apprised of all issues and fill in for them in their absence.
  11. Perform other work-related duties as assigned.
Qualifications:
  1. Good oral and written communication skills.
  2. High School Diploma or GED.
  3. Proven track record in sales with 2 years 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.Applicant must pass a pre-employment drug screen and extensive background check may be required. All applicants are considered without regard to age, sex, race, national origin, religion, marital status or physical disability. However, preference may be given to persons of Indian decent in accordance with Public law 88-353, Section 703 (7-2-71) and Public Law 93-638, Section 7B

Grand Canyon Resort Corp

Address

Peach Springs, AZ
86434 USA

Industry

Business

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