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