Assistant Group Coordinator and Call Center Representative

Job Description

Job Description

Assistant Group Coordinator and Call Center Representative

Work alongside the Group Coordinator and the Guest Experience Team to provide excellent guest service whether the experience is via email, phone or in person. This involves working closely with our Group Coordinator, Call Center and ticket selling team as well as other departments throughout Berkshire East and Zoar Outdoor.

Duties and responsibilities include:

1. Assisting our Group Coordinator and Call Center with the day to day duties of the Welcome Center including but not limited to:

1. Assist the Group Coordinator with group outreach, sending quotes, assisting in bookings, waiver reminders, taking payments and any other daily tasks as necessary.
2. Work with the group coordinator to maintain the group spreadsheets, calendar reminders, and check-ins with groups as needed.
3. Answer daily phone calls, emails, messages and other tasks as assigned.
4. Work the ticket window as necessary.
5. Assist in close-out duties and cash transactions handled by Ticket Window/ Customer Service staff.
6. Conduct daily tasks given by the Customer Service Manager or Assistant Customer Service Manager as necessary.
7. Answer phones and emails, responding and replying to customers promptly in a professional manner to provide exceptional experiences during all guest interactions. Take reservations for customers based on their various requests and our booking requirements.
8. Process payments and send confirmation details to customers in a timely manner.
9. Answer any questions customers might have about the reservation process.
10. Upsell, when appropriate, by informing customers of additional services or special packages.
11. Provide support to customers who may need to amend or cancel a reservation
12. Document and record conversations with customers in our booking system.
13. Assist with tracking and set up of vouchers and benefits for staff.
14. Monitor review/chat platforms and ensure responses are accurate and completed in a timely manner.

Preferred qualifications include, but are not limited to:

1. Ability to relate well to the public, in person and on the telephone.
2. Dependable, well-organized, friendly, and professional.
3. Able to work effectively with multiple supervisors.
   1. Daily collaboration and communication with other managers and staff.
4. Able to balance and prioritize multiple requests.
5. Willingness to flex and assist with other departments and tasks as needed.
6. Be very familiar with Google and Microsoft programs.
7. Customer Service:
   1. Show excellent partnership with the Management team.
   2. Demonstrate the three P's and lead by example: Positive, Professional and Playful.
   3. Exhibit pride and responsibility for the office by showing exceptional customer service towards our guests.

Reports to:

Group Coordinator and Customer Service Management.

Schedule:

5 days a week, 40 hours. Weekends required. Weekends and holiday periods are typically very busy and scheduling may be adjusted to accommodate the needs of the business.

Work on holidays is expected as it's when we're busiest.