Call center agents are responsible for communicating product and reservation information to customers. People in this role will work with a variety of call situations including outbound sales calls for the purpose of marketing promotional vacations (mini vacs), outbound calls for the purpose of booking appointments (day drives), inbound calls from customers responding to advertising, and inbound calls regarding general inquiries.
The Call Center Agent
Generates budgeted tour flow through maintaining minimum booking and show rate efficiencies
Maintains individual weekly booking/sales standards
Communicates all aspects of the getaway package/day drive appointment to the customer thoroughly and accurately
Makes every attempt to reschedule or save an appointment that attempts to cancel
Utilizes call techniques learned in training to attain sales and booking goals
Manages break time and time between calls in an efficient manner in order to maximize customer contacts
Ensures calls meet all established quality standards
Adheres to booking qualification guidelines
Provides accurate information regarding directions, hours of operation and touring times at all locations in which tours are booked to arrive; makes certain all booked tours (day drives and mini vacs) fit within schedules and allotments provided by sales staff
Ensures that he/she is delivering the highest level of customer service to our prospective guests so that Festiva Hospitality Group is represented in the best light possible
Maintains data integrity by correctly utilizing dialing systems
Protects customer information by storing or destroying information properly
Keeps resources and information readily available to insure ability to handle issues and answer questions as they arise on customer calls
Keeps a neat and functional work space
Provides accurate information about activities in the area/region to ensure that the guest enjoys their visit to our resort area
Performs confirmation and customer follow-up duties as assigned
This position requires a high school diploma or GED.
This position requires at least one year of telemarketing experience, preferably in timeshare marketing.
Ability to accept responsibility and account for his/her actions.
Ability to adapt to change in the workplace.
Ability to take care of the customers' needs while following company procedures.
Ability to bring energy to the performance of a task.
Ability to demonstrate conduct conforming to a set of values and accepted standards.
Ability to be truthful and be seen as credible in the workplace.
Ability to get along well with a variety of personalities and individuals.
Ability to be held accountable or answerable for one's conduct.
Ability to identify and correct conditions that affect employee safety.
Ability to work successfully with a variety of people without making judgments.
Knowledge & Skills
Ability to actively attend to, convey, and understand the comments and questions of others.
Ability to communicate effectively with others using the spoken word. This includes the ability to block out distraction and focus on the interaction in order to deliver a high level of customer service.
Ability to work at a sustained, fast paced environment and produce quality work.
Must be punctual, dependable, trustworthy and demonstrate high character.
Ability to exhibit a cheerful demeanor toward others.