Call Center Agent - Temporary

Job Description

Job Description

BASIC PURPOSE:

The Temporary Call Center Agent is responsible for communicating with customers (mainly agents and direct consumers) through prescribed communication channels to assist with booking products and services and answering questions. This is a temporary, non-benefited position intended to support the company on a short-term basis. Agents manage complaints, troubleshoot customer service issues, and project a consistent and professional company image through all interactions.

ESSENTIAL DUTIES:

• Services customers in a professional, pleasant, helpful, calm, and efficient manner.
• Makes reservations for tours and activities for all islands and Luau Kalamaku using reservation systems.
• Handles reconfirmations and obtains additional information from customers to complete and ensure accurate reservations.
• Processes required paperwork and follows through with refunds and customer and ADA requests.
• Researches, identifies, and resolves customer issues in a timely and satisfactory manner.
• Strives to complete the sale during the first call and upsells when appropriate.
• Provides updated reservation information and works with Operations and Dispatch teams to service customers.
• Completes assigned Standard Operating Procedures (SOPs) daily and accurately.
• Assumes responsibility, corrects reservation errors, and learns from mistakes to avoid repeat occurrences.
• Takes initiative to fully understand company products and services and stays on top of the latest updates.
• Identifies when appropriate to route calls to resources and when to escalate issues to supervisors.
• Must be able to work unsupervised, independently, and harmoniously as part of the Call Center team.
• Required to work in the office for shifts as assigned.
• Performs other job-related functions as assigned.

EDUCATION: High school equivalent required. Associate's degree preferred.

EXPERIENCE: Two (2) years customer service and sales experience preferred or any equivalent combination of experience and education from which comparable knowledge, skills and abilities have been achieved.

KNOWLEDGE & SKILLS:

• At least 21 years of age with the ability to speak English.
• Reliable, dependable, and punctual.
• Basic knowledge of Microsoft Excel and Word and ability to perform internet searches.
• Continually improves knowledge and aptitude with use of reservations systems.
• Type at least 35 words per minute with 100% accuracy.
• Excellent verbal and written communication skills.
• Outstanding customer service skills.
• Adheres to company policies related to ethics, safety, and compliance.
• Uses good judgment and proper decision-making and time management skills.
• Works well under pressure, has attention to detail and ability to multi-task.
• Handles complaints in a timely and professional manner.
• Has complete and accurate knowledge of all company products and services.
• Uses basic math skills to calculate discounts, refunds, etc.
• Able to stand and/or sit for extended periods of time.
• Has a reliable form of transportation to commute to work on time for assigned shifts.
• Flexible schedule and available to work weekends and holidays.

BENEFITS:

• Medical, Dental, Vision and Drug Insurance
• 401(k) with a generous company match!
• Paid time off
• Employee Assistance Plan
• Pet Insurance
• Employee discount
• Advancement opportunities
• Free Parking

Polynesian Adventure Tours, LLC, is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to disability or protected veteran status.

To apply, please click on the "Apply Now" link below.

We look forward to hearing from you and having you join Hawaii's best Tour and Transportation team!