Call Center Agent

About Traveling Teams Inc:

Traveling Teams is the leading provider of hotel accommodations for youth and amateur sports teams across North America and some parts of Canada. For the last 25 years, we’ve specialized in simplifying team travel by building strong relationships with our hotel business partners and offering world-class customer service to youth sports travel organizations.

We’re passionate about what we do – and who we work with. Our environment is fast-paced, team-driven, and built around a shared love for sports, hospitality, and delivering excellent service.

Call Center Agent Summary:

We are hiring call center agents to join our growing office-based team in Southfield, MI.  The call center agent will receive on-the-job training and be placed in a full-time position in either our Customer Service or Accounts Receivable departments, based on their prior skills and experience. All employees are responsible for maintaining the company’s brand image and delivering exceptional communication. Relevant positions require strong skills in time management, attention to detail, phone etiquette, and communication.  The work assigned will be performed primarily independently, but may – at times – require internal cross-departmental collaboration.  

General Responsibilities & Duties:

• Inbound/outbound call management: handling high volumes of inquiries and performing follow-up tasks.
• Inquiry resolution: addressing customer and/or hotel business partner questions, collecting information, and clarifying complex details.
• Software proficiency: utilizing CRM software, call scripts, and internal systems to track and document interactions.
• Policy compliance: adhering to strict internal standards of excellence and demonstrating proficiency in following operating procedures.
• Professional commitment: performing all daily duties as assigned by Supervisor(s), demonstrating adaptability, and continuously learning.

Position Required Skills/Abilities: 

• Basic understanding of clerical and administrative procedures.
• Excellent written and verbal communication skills.
• Active listening and interpersonal skills.
• WOW service mentality; willingness to go above and beyond.
• Excellent attention to detail and accuracy in data entry.
• Ability to solve problems as they arise and maintain confidentiality.
• Basic computer skills and an ability to adapt to new software.

Preferred Education and Experience:

• High school diploma or equivalent required; higher education preferred.
• 1-2 years of related customer-service or call center experience preferred.
• Preferred industry experience includes, but is not limited to, customer service representative, call center agent, front desk agent, receptionist, booking specialist, travel agent, or similar hotel front office position.
• Preferred educational background includes, but is not limited to, communications, business administration, hospitality and tourism management, and/or sports management.