Job Description
Job Description
Night Call Center Representative:
Are 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 reservation
- -Review 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 staff
- -Supporting 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.
- Customer Service:
- -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.