Vacation Consultant, Existing
3 weeks ago
The Vacation Consultant, Existing Team reports into the Team Lead, Sales (Existing) and Manager, Sales Operations & E-Commerce.
To thrive in a performance-based culture while playing an essential role in being a creator of life changing experiences. To support our Direct guests and Travel Agent partners with their existing Rocky Mountaineer bookings through the effective high-touch handling of inbound call inquiries with knowledge, expertise and understanding. Primary responsibilities include processing a high volume of inbound inquiries and maintenance transactions related to existing bookings - including payments, itinerary questions and changes, and optimizing every opportunity to cross-check bookings and to ensure an impressionable Rocky Mountaineer moment.
Key Areas of Accountability
Nurture life changing experiences through exceptional communication with existing Direct Guests / Travel Agents for all pre-travel arrangements and queries.
Provide fast, friendly and efficient service while proactively troubleshooting unforeseen obstacles to guest’s safety and comfort while traveling with Rocky Mountaineer.
Use initiative and project a high level of attention to detail to ensure all booking details are correct, actioned and noted. The Existing Team is the last line of defense against booking errors.
Investigate upsell opportunities where this may have been missed in the booking process.
Minimize the guest’s need to call back through investigation and anticipation of needs.
Meet targets of high call volume, low make busy time and short talk time.
Relieve call volume from Sales Vacation Consultants to ensure the Sales Queues are open for new business and focus on selling the Rocky Mountaineer product
Assist with the implementation and communication of special projects as required.
**Qualifications**:
Experience
Experience with service recovery and problem solving
Previous experience in tourism/hospitality industry, call center, and/or sales environment an asset
In-depth knowledge and experience with all Rocky Mountaineer products, systems and processes a strong asset
**Skills**:
Ability to handle a high volume of inbound calls with efficiency and high touch
Demonstrated guest service skills including the ability to build immediate rapport
Agility and confidence working with a multitude of information sources and topics
Demonstrated organizational, follow up and time management skills
Ability to make effective decisions in the interests of guests and the Company
Ability to work effectively in a fast-paced environment, often remotely, and maintain a virtual connection to the rest of the team
Additional languages an asset
Personal Characteristics
Outgoing and energetic with a consistently positive and professional attitude
Ability to thrive in a guest focused and performance measured environment
Self
- motivated, able to take own initiative and use sound judgment, often in the absence of a supervisor
Patient at all times with direct guests and travel agent partners
A reliable and consistent team player
Detail oriented and able to effectively adapt to change
Work Environment
Fast-paced sales center environment (ability to remotely work and in office if required, Greater Vancouver area)
Regularly required to stand/sit at desk, talk, listen, and use hands and fingers to operate a computer and telephone keyboard reach, stoop kneel to install computer equipment
Speak clearly so listeners can understand and understand the speech of another person
Specific vision abilities required by this job include close vision requirements due to computer work
Shift work consisting of scheduled hours with possibility of rotating work schedules, including nights, weekends, holidays, and occasional overtime
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