What are the responsibilities and job description for the Call Center Agent position at Zehnder's of Frankenmuth?
Position: Call Center Agent
Reports To: Call Center Supervisor
Function: The reservation Sales Agent’s primary responsibility is to capture as many reservations as possible by utilizing effective selling techniques and all available tools. To provide customer service to our guests and make dining reservations, golf tee times, Rewards member assistance, waterpark reservations, general questions and customer service. The ideal candidate would be self-motivated, sales minded, customer-focused and detail-oriented with a high degree of computer literacy, the willingness to learn new processes, and the ability to work with a team.
• Answer high volume of phone calls and online chat.
- Provide booking (and cancelling) services with general knowledge of the Zehnder’s properties, including Zehnder’s Restaurant, Bakery, Z Chef’s Cafe, Gift Shop, The Fortress Golf Course, and all of Zehnder’s Splash Village.
- Strong ability to multi-task and use multiple software programs at one time while remaining detail oriented.
- Deliver the highest standard of service to all our phone guests.
- Follow the structure of the NAVIS sales program using non-negotiables with every call, maintaining call compliance, and an acceptable Scored Call Average per month of 75% or higher. Suggestive selling: offering guests dining packages, room upgrades, etc.
- Display effective computer literacy and to be familiar with MS Office software (Outlook, Word, Excel). NAVIS, OPERA, OpenTable, and Front Tee.
- Exceptional phone etiquette and professional verbal and written communication.
- Various office/daily projects as assigned.
- .Work together with a team.
Physical Requirements: While performing duties of this job, the employee is frequently required to stand, walk, sit, type, talk and hear.
Educational Requirements: A high school diploma or equivalent.
Other Requirements: Must demonstrate exceptional verbal and written communication skills and possess excellent telephone etiquette. Must be able to successfully resolve issues for guests. Must possess a willingness to learn, change and grow. Must have basic computer keyboard experience, good communication and verbal skills and customer service oriented. Ability to calculate figures and amounts such as discounts and percentages. Must possess knowledge of Microsoft Windows and Office. Must maintain a position of good standing (no disciplinary actions or formal discussions concerning performance or customer service procedures against employee). Available to work nights, weekends, and holidays.
Age Requirements: Must be 18 years of age or older
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