Vacation Consultant, Existing

3 weeks ago

Vancouver, Canada Rocky Mountaineer Full time

**Purpose**

Reporting to Team Lead, Sales, 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
- Handle overflow Sales Queue Calls and sell 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 for hybrid work; Greater Vancouver & Kamloops 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

**Compensation**
- The base salary offered for this role is $50,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity.
- Eligible for Rocky Mountaineer’s discretionary bonus program

**Eligible Benefits**

Rocky Mountaineer supports our team members’ health and wellness by providing a comprehensive medical plan with 100% employer paid premiums, some of which includes:

- Medical, Dental, Vision, Life Insurance
- Short term disability, long term disability benefits
- Travel emergency assistance
- Vacation time and sick time
- Up to 5% RRSP and/or TSFA match
- Two complimentary annual train tickets after first year of employment

Let's make your journey to a rewarding career with us as smooth as possible. Join us today

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