Representative - Call Center Lead Agent

Primary 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 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

Must Have Personal Qualifications:

• 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

Thrives in a competitive environment that celebrates individual and team successes