Lead Call Center Representative

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The Lead Call Center Representative will be responsible for general information and inbound sales calls for the Rockefeller Center attractions to including but not limited to - Top of the Rock Observation Deck, The Rink, Rock Center Tour and The Rainbow Room. The Call Center rep will also be responsible for supporting the sales team on booking seasonal groups, correspondence with customers on changes to their ticket orders and booking ancillary revenue products across the Rockefeller Center attractions.

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.

Duties and Responsibilities:

• The Call Center Rep will act as a brand ambassador providing exceptional customer service and producing sales through all points of customer contact. Answer, respond to, and solve customer issues in a courteous and timely manner through the various telephone lines and e-mail inboxes
• Bachelor's Degree or equivalent experience preferred
• Focus on analytics
• Emphasis on both sales and call center reporting
• Direct management experience
• Support the Rock Center sales team with B2C prospects, register new B2C customers, book group bookings, help B2B clients with reservations and answer client specific questions
• Handle inbound calls from customers who have questions about placing a new ticket order or editing existing orders for Top of the Rock, The Rink and The Rock Center Art and Architecture Tour and etc.
• Troubleshoot and evaluate the needs of each customer to identify the best solution in the interest of providing an outstanding and personalized customer experience
• Actively contribute new ideas to help develop and improve efficiencies in our operating procedures
• Perform additional tasks or duties as assigned by direct Supervisor

Competencies :

• High School diploma or equivalent
• Proficiency in Microsoft Office to include, Excel, Outlook, PowerPoint and Word
• Must be enthusiastic, willing to work in a fast-paced environment, and handle a high volume of calls
• Experience in an in-bound call center with focus on customer service
• Preferred to have experience with attraction ticketing systems and Vonage Call Center Software
• Must be able to speak, understand, read and write English, multi-lingual is a plus
• Must be able to work weekends, holidays, and other shifts as necessary

Qualifications and Education Requirements:

• High School diploma or equivalent
• Proficiency in Microsoft Office to include, Excel, Outlook, PowerPoint and Word
• Must be enthusiastic, willing to work in a fast-paced environment, and handle a high volume of calls
• Experience in an in-bound call center with focus on customer service
• Preferred to have experience with attraction ticketing systems and Vonage Call Center Software
• Strong verbal and written communication skills, multi-lingual is a plus
• Must be able to work weekends, holidays, and other shifts as necessary
• Passion for working with people and providing outstanding customer service
• Ability to follow scripts and detailed instructions
• Takes initiative and is a proactive contributor always focused on continuous improvement
• Attention to the small details, ensuring quality and standards are never compromised
• Eager to be a part of a fast-paced and dynamic work environment

Physical Demands:

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Ability to lift or move 40 lbs. or greater frequently.

Travel: None or Negligible

Job Type: Full-time

Pay: $25.00 - $26.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Employee assistance program
• Employee discount
• Paid time off

Schedule:

• 8 hour shift

Application Question(s):

• Do you have an experience working in an environment with attractions (i.e., museum, observation decks, amusement park, etc.) Kindly share the details and years of experience.
• Have you used any ticketing system (have you sold group tickets, etc.)? Kindly share the details.
• Are you proficient in using the Excel tools, especially Excel reports?

Experience:

• Supervising: 2 years (Preferred)
• Call center: 2 years (Preferred)

Work Location: In person