What are the responsibilities and job description for the Call Center Representative position at Mayflower Cruises & Tours?
Job Title: Call Center Agent Reports To: Director of Traveler Services
General Overview:
Do you have a desire to deliver exceptional travel experiences to your guests? Love to talk about amazing travel destinations throughout the World? Have exceptional communication, customer service, and sales skills? Are you able to problem-solve and work directly with guests and travel advisor partners to deliver 5-star quality service? ...Then we are looking for you! Build a career with a global company. Supportive Leadership Team & Company Culture.
We are currently recruiting a Call Center Agent to be based in our Lisle, IL office for our Call Center Operations team.
This is a full-time phone-based role, so you must be a great communicator with sharp listening skills. We offer training led by our experienced leaders, who will provide you with all the tools and ongoing guidance you need to be a successful Call Center Agent.
Role & Responsibilities:
- Deliver exceptional guest experience either over the phone or via email
- Process sales calls to close new individual sales for direct guests and travel advisors
- Answer detailed questions regarding various itineraries, ships, and land programs offered by Mayflower Cruises & Tours, a division of the Scenic Group
- Accurately quote rates, promotions, and flights utilizing RightRez software and general information regarding the trip itineraries
- Follow sales techniques to close sales and maximize company revenue
- Effectively communicate and follow up with guests and travel advisors to collect payment
- Develop positive working relationships with various departments and staff
- Adhere to company policies and guidelines, including attendance and workforce adherence
- Provide 5-star service at all times to our direct guests and travel advisor partners
- Other duties and responsibilities as assigned
Qualifications
- Positive, can-do attitude
- Excellent communicator with colleagues, leaders, direct guests & travel advisors
- Reliable and self-motivated
- Highly organized and able to prioritize assigned tasks for optimal use of time
- Able to work with minimal supervision
- A drive to deliver an excellent guest experience
- Exceptional problem-solving skills, accuracy, and high attention to detail
- Quick learner with a desire to develop and grow within a collaborative team environment
- Team-oriented and results-driven
- Able to multitask and handle projects in between calls
- Experience with travel sales is preferred
- Experience with RightRez flight software is a plus
- Experience with Salesforce is a plus
- Experience with Centaur is a plus