Night Call Center Representative

Night Call Center RepresentativeAre you passionate about the outdoors and delivering unforgettable guest experiences? Join the team at Berkshire East this Winter as a Guest Experience Representative in our Call Center, where you'll play a key role in welcoming and supporting guests as they explore our adventure-filled destinations in the beautiful hills of Charlemont, Massachusetts.As our night time Call Center Representative, you'll assist guests with questions, bookings, and on-site needs - ensuring every interaction is friendly, informative, and efficient. You'll also work closely with departments across the company to help create seamless, high-quality experiences for all who visit.We're a company that values both guest satisfaction and employee well-being. In this role, you'll be part of a supportive team that thrives on collaboration, problem-solving, and a shared love of outdoor adventure.Responsibilities include, but are not limited to:Answering phones and emails while responding and replying to customers promptly in a professional manner to provide exceptional experiences during all guest interactions.Process payments and send confirmation details to customers in a timely manner.Work in the ticket window when necessary.Answer any questions customers might have about the reservation process.Provide support to customers who may need to amend or cancel a reservationReview and respond to emails and phone messages in a timely fashion.Monitor review/chat platforms and ensure responses are accurate and completed in a timely manner.Preferred qualifications include, but are not limited to:Ability to relate well to the public, in person and on the telephone.Dependable, well-organized, friendly, and professional.Able to work effectively with multiple supervisors.Daily collaboration and communication with managers and staffSupporting Customer Service Manager and Assistant Manager with daily tasks and projects.Able to balance and prioritize multiple requests.Effective office (clerical / secretarial), time management, and organizational skills.Be very familiar with Microsoft, Microsoft Word and Excel.Demonstrate the three P's and lead by example: Positive, Professional and Playful.Exhibit pride and responsibility for the office by showing exceptional customer service towards our guests.Schedule: Wednesday through Saturday nights, typically 4pm - 9:30pm although this schedule may vary. Work on Holidays and Holiday weeks is expected as thats when we are the busiest.