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Job Description


Location Calgary, AB Canada
Toronto, ON Canada
Atlanta, GA United States (From home)
Type of project Administration, Specialized Trade help Call center, Customer service, Hospitality Industry
Duration Flexible ongoing
Education required High school graduate
Years of experience
    2 - 5 years
Area of Specialization None
2017-11-27 Workhoppers Calgary ABToronto ONAtlanta GA
The Reservation and Customer Care Specialist will serve as the first point of contact answering inbound calls from our customers. The Reservation Specialist will relentlessly advocate for the customer by selling experiences, customizing every interaction, and personalizing solutions. The Reservation Team innovates fearlessly to create an ownership culture where every member is responsible for delivering a the best customer experience while driving revenue.

Primary Responsibilities:
• Deliver exceptional service by answering back-to-back calls throughout and responding in a friendly, timely, and consultative manner, listening attentively to customer needs and matching to the appropriate Resort offering
• Develop an understanding of the Resort and utilize that knowledge to maximize revenue through consultative selling
• Exhibit the Resorts Values at every customer touch-point
• Demonstrate competency proficiency and meet specific sales and customer service goals and metrics on a daily basis. Examples of metrics include, but are not limited to: revenue generated per call, upselling, cross-selling, and customer satisfaction scores
• Drive personalized solutions and present recommendations that enhance the customer experience
• Build appropriate rapport with the customer to effectively diffuse objections through negotiating and/or upselling and cross-selling
• Display an ability to tactfully acknowledge service failures and identify service recovery options in order to maintain customer loyalty
• Demonstrate a high level of accountability and engagement by identifying areas of opportunity to improve the customer experience and driving recommendations/solutions that delight our customers
• Utilize various sources of property, location, promotional, transportation and other information to provide clear and accurate details to customers
• Communicate effectively, clearly, accurately and concisely with callers while entering and retrieving information using reservation systems and other tools simultaneously
• Receptive to feedback and ability to improve and apply performance enhancement suggestions quickly

Additional Requirements:
• Reservation Sales Team is open nights, weekends and holidays and requires flexibility. Employees are expected to be present and available to take calls during all scheduled shifts. During peak volumes, additional hours may be required with advanced notice, and during slower volumes, there may be the option for team members to schedule fewer hours
• Ability to work remotely, free from noise and distractions
• Active participation in virtual training sessions, including 100% completion of any required self-paced training modules
• Regular and punctual attendance online, in conformance with the standards established by Resort, is essential to the successful performance of this function
• Effective time management and ability to work independently in a Work-From-Home environment

You will be required to provide the following equipment:
• Monitor
• Surge protector
• High speed wired internet service of 10 mbps or higher (WiFi is not permitted)
• Home office free from background noise and distractions

Important Note: In the event your internet connection does not support the Resorts phone service, we require you to provide home phone service and a dial pad with corded headset to take reservations calls.

We are currently hiring candidates in Canada and the United States.

Required Qualifications:
• Strong level of ownership, accountability, and initiative
• Ability to set up job related computer equipment, run various computer programs, troubleshoot and fix issues independently
• Minimum 1+ years' steady job experience in a consultative customer oriented and/or sales role
• Experience for at least 6 months in successfully meeting specific metrics/goals in a performance-driven role, including negotiating, overcoming objections, and/or upselling and cross-selling
• Positive attitude, high energy, and excellent communication and active listening skills, including the ability to speak, read and write fluently in English
• High School/GED

Preferred Qualifications:
• Previously held a Work at Home job
• Experience with virtual training, which required you to complete self-paced modules
• Prior experience in the hospitality industry

Specific schedule:
  Mon Tue Wed Thu Fri Sat Sun


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