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Guest Services Agent - Dearborn, United States - YMT Vacations
Description
**Description****:** **BUSINESS OVERVIEW:**
At YMT Vacations, the goal is to provide our guests with affordable vacations they will remember for years to come. We assemble hotel, tour, sightseeing, and cruise components and offer a range of inclusive value-priced escorted tour and cruise/tour vacation packages throughout North America and worldwide.
YMT Vacations is looking for an experienced Guest Services Representative located in Michigan with an outgoing personality. As a detail-orientated communicator, this role supports phone and email inquiries as well as handles a variety of back office tasks. This position is responsible for providing high quality guest services, enabling YMT Vacations to deliver a memorable travel experience for our guests.
**RESPONSIBILITIES:**
Answer inbound calls and email inquiries
Create opportunities to add value for clients through upselling optional tours and insurance
Research and maintain current knowledge of all destination and product offerings
Assist clients with changes to active reservations
Research and maintain current knowledge of all destination and product offerings
Problem-solve to achieve guest resolution
Identify and escalate priority issues to management
Document call notes and call reports as necessary in booking system
Record details of comments, inquiries, complaints, and actions taken in CRM
Coordinate with other departments to address guest concerns
Participate in after-hours operations rotation
Other duties as assigned
**SKILLS AND EXPERIENCE:**
High school diploma required - College degree and/or travel industry experience preferred
Customer service work experience preferred
Open availability: Monday through Friday 5 a.m. to 5 p.m. PST
Experience with web-based computer systems preferred (Softrip)
Call center experience preferred
Ability to work independently and as a team
High level of communication (written and verbal) and organizational skills.
Excellent time management skills and the ability to manage multiple assignments
Strong knowledge of Salesforce, MS Office, Teams, Word, Outlook and Excel
**Benefits:**
Work from home/Remote position
Competitive pay
Medical, Dental, Vision, LTD
17 paid personal days off per year
8 paid holidays
Employee assistance program
Retirement plan
Travel discounts
Flexible shifts available
**Home Office Requirements:**
Qualified candidates will be provided all hardware necessary (computer and peripherals) for position. You will need to provide the following:
Dedicated work space free from distractions
Stable home internet connection
+ 30 mbps download minimum
+ 6 mbps upload
+ Wireless connection preferred
**COVID-19 Employee Safety Precaution(s):**
Remote interview and recruiting process
Training class hosted virtually
All your information will be kept confidential according to EEO guidelines.
**Reference:**
TC348852DeaGSA
**Location:**
Dearborn, Michigan
**Postcode:**
xxxxx
**Employment:**
Permanent
**Salary:**
Competitive
**Posted:**
Mon, 09 Aug 2021
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