Job Description

Job Description

Business Title:

Department or Business Unit:

Supervisory Responsibilities /Direct Reports:

Customer Service/ Booking Specialist

Training

N/A

Reports to:

Full Time / Part Time:

Customer Service Manager

Full Time

Purpose / Summary:

The role of the Customer Service/Booking Specialist is to provide effective and professional customer service to all internal and external customers needing to book classes by utilizing excellent, in-depth knowledge of company products and programs.

Key Responsibilities:

Processes orders for training received by mail, telephone, fax, E-mail or personally from customer or company employee.
Informs customer of unit prices, available dates, anticipated delays, and any additional information needed by customer.
Provide timely and accurately, information to incoming customer order status and product knowledge requests.
Process customer requests, changes, and cancelations according to established department policies and procedures.
Answers questions from customers or individuals on how a product operates or directs them to the person that is able to assist them.

Provide answers to inquiries by clients and advising them accordingly regarding available bookings and reservations.
Records customers scheduled course(s) into the designated program (Spider) accurately and timely.
Ensure that clients have access to various services effectively.
Assist clients with completing reservation forms.
Gathering information about areas of interest in order to target more clients in particular seasons.

Solicit sale of new or additional services
Obtain customer feedback information
Follows up on orders to ensure customer satisfaction.
Maintains customer name, address and special instructions in the data base.
Distributes marketing information to current and potential clients.

Key Competencies:

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.
Teamwork - Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.
Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition.
Cost Consciousness - Contributes to profits and revenue.
Diversity - Promotes a harassment-free environment.
Ethics - Treats people with respect; Works with integrity and ethically; Upholds organizational values.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time.
Strategic Thinking - Analyzes market and competition.
Judgement - Exhibits sound and accurate judgment.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
Professionalism - Approaches others in a tactful manner; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.
Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions.
Attendance/Punctuality - Is consistently at work and on time.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions.
Innovation - Displays original thinking and creativity; Generates suggestions for improving work.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and /or ability required. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.

Education and Experience

High School Diploma or GED and two years experience within a customer service industry.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

Certificates & Licenses

Current, valid Driver’s License

Physical Demands

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate noise as associated with a business environment.