- Assumes role of Reservation Sales Agent
- Monitors the number of calls in que to minimize the number of abandoned calls
- May assist with scheduling and coordinating break schedule for Agents
- Observes Agent performance providing timely & effective feedback
- Displays fair treatment with respect to agent feedback and produce documentation as necessary
- Mentors Agents assisting in their professional development and growth
- Adheres to department, property policies and procedures
- Processes credit card authorization forms
- Assists with training new agents when needed
- Accepts and services all incoming inquiries related to room reservations and other ancillary outlets in the resort.
- Delivers a customized reservation and customer service experience to those inquiring to book, modify or cancel lodging and activity reservations.
- Provide detailed information of resort rooms, activities, amenities and rate packages
- Effective handling of multiple hotels content and related systems including PMSs and CRSs
- Monitors all internet channels when manager or supervisor are not present
- Checks 3rd party Confirms and charges when needed
- Provides support to Reservation/PBX staff in the guest problem resolution process
- Responsible for communicating in a professional manner and on a continual basis, both verbally and in writing, with subordinates as well as the Manager and Director of Contact Center
- The desired candidate will have a high school diploma, GED or equivalent experience required
- Must present an overall professional experience and lead by example
- Enjoys presentation of products, services, and a general interest in destination travel
- Previous customer service experience preferred
- Superior customer service mentality and strong attention to detail
- Ability to thrive on continuous progress in a high volume, fast pace, sales focused environment
- Ability to multi-task
- Ability to work well with others, in a manner that shows sensitivity, tact, and professionalism
- Excellent communication skills in English (verbal and written) required
- Must have a flexible work schedule with the ability to work evenings, weekends and holidays as scheduled
- Ability to follow and implement instructions
- Strong listening and Problem-Solving skills
- Proficiency in typing
- Conveys information, both written and verbal, that is clear, precise, and understood by others
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Representative - Call Center Lead Agent
1 week ago
Bally's Corporation Dover, United StatesPrimary Responsibilities: · Assumes role of Reservation Sales Agent · Monitors the number of calls in que to minimize the number of abandoned calls · May assist with scheduling and coordinating break schedule for Agents · Observes Agent performance providing timely & effective fe ...
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Representative - Call Center Lead Agent - Dover, United States - Bally's Corporation
