Customer Service Representative - Dollywood Parks & Resorts - Full Time Year Round

Customer Service Representative

At Dollywood Parks & Resorts, we create memories worth repeating! We are seeking a Customer Service Representative who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together while caring deeply about our brand.

We want to work alongside someone who acts as an extension of our mission, values, and culture. The ideal Customer Service Representative will be equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

This position exists to greet guests, initiate friendly interactions, answer questions, sell products, make lodging reservations, process refund requests, and resolve guest opportunities by phone, email and live chat, while providing guest excellence which exceeds expectations - all to be done in a manner consistent with the Mission and Values of The Dollywood Company.

Additionally, the ideal candidate will be able to display and live out Lead with Love qualities, strongly rooted in the Dollywood Company culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.

Summary of Essential Functions and Responsibilities

• Use empowerment to ensure Guest satisfaction
• Answer questions and provide information about Dollywood Parks and Resorts and other Herschend Enterprises properties, including admissions, products, events, special offers, lodging accommodations, and amenities
• Perform sales process to include (but not limited to):
  • Selling tickets and completing reservations using complex computerized ticketing and reservations systems
  • Selling season passes
  • Processing credit card transactions with strict adherence to PCI compliance
  • Accommodating guests' requests for refunds, exchanges and other needs
  • Upselling and cross-selling additional products and amenities
• Perform defined accounting procedures for sales, refunds, and lodging deposits and balancing daily
• Make outbound calls for collecting past due payments on Season Pass Installment Plans and promoting sales of products
• Collect guest information accurately to support Marketing Database and research programs
• Attend Training Classes and Customer Service Seminars as scheduled
• Clean and organize work area daily to present a professional appearance
• Comply with Safety and Security directives, policies and procedures
• Follow office dress code policy

Education and Experience Required

• Must be at least 18 years of age
• High School Diploma, or equivalent, required
• 1 year Ticket Sales or Lodging Reservation experience preferred
• Basic computer skills required; knowledge of the BOS ticketing system and/or Opera Property Management System preferred
• Call Center Experience preferred
• Must be able to pass a typing test (25 WPM)
• Must be able to complete and pass a pre-employment background check and safety screen
• Ability to safely operate company vehicles according to company policy. Must have valid driver's license, proof of auto liability insurance and acceptable motor vehicle driving record.
• Offers of employment are contingent upon satisfactory completion of onboarding process which includes background screening and pre employment drug screening

Knowledge, Skills, and Abilities

• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
• Must reflect Dollywood's image by being genuinely friendly and caring and by taking pride in work
• Must be self-motivated and disciplined
• Must be able to prioritize and complete work assignments on a timely basis
• Must maintain strict confidentiality and judgment regarding privileged information
• Must be committed to continuous improvement
• Must have professional appearance with good personal hygiene
• Must promote and support a "team" work environment by cooperating and helping co-workers
• Must be productive in a fast-paced environment
• Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
• Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines
• Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills
• Able to comprehend instructions and retain information
• Able to communicate in an approved manner to answer phones, direct calls, and take messages
• Able to perform duties consistent with creating a safe and secure environment for hosts and guests
• Able to be flexible to handle frequent changes in priorities
• Able to add, subtract, multiply and divide with accuracy
• Able to work in a small, confined area
• Able to operate a fire extinguisher
• Able to move about and react quickly in emergency situations
• Able to perform other functions as assigned
• Must be able to memorize safety procedures
• Must be able to operate phone, copier, scanner and calculator
• Must be able to learn to operate complex computer software
• Must be able to verbally communicate memorized information regarding products
• Must be able to effectively communicate with fellow Guests and Hosts using approved communication methods

Physical and Cognitive Requirements

• Lifting and Carrying: Position may require occasional to frequent lifting of up to 50 lbs. utilizing company's safety guidelines for safe lifting
• Mobility: Position may require intermittent to prolonged sitting, standing and/or walking for duration of shift, up to 13 hours. Employees may also be required to travel to various areas on property which may include changes in terrain, stairs and uneven surfaces
• Repetitive Movements: This position may require performing repetitive movements and tasks throughout the shift, including repeated use of hands, arms or other body parts as part of typical job functions
• Environmental Conditions: This position requires the ability to perform work tasks in varying weather conditions to include extreme cold and heat. Employees may be required to work indoors and outdoors
• Cognitive and Sensory Requirements: This position requires strong cognitive skills, including the ability to think critically, solve problems, process and retain information, have attention to detail and communicate effectively using approved methods
• Able to have mobility great enough to kneel, bend, reach, twist and move about to perform tasks as assigned

The Dollywood Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. The Dollywood Company drives a welcoming culture where ideas and decisions from all people support our efforts to be relevant in an ever-changing world.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.