Customer Service Representative at ZEALANDIA HOLDING COMPANY in Asheville, North Carolina

Job Description:

Resort Travel & Xchange, Inc., is now hiring for a Customer Service Representative at our corporate headquarters in beautiful Asheville, NC!  RTX offers an excellent benefits plan including medical, dental, vision, company paid life insurance and short-term disability, ancillary benefits, 401(k), travel perks, and more!  RTX contributes to an ESOP and is an EOE!

POSITION SUMMARY
Customer Service Representatives will answer incoming calls from all customers; make reservations, answer questions, handle complaints, troubleshoot problems, and provide all necessary travel, product, and service information; handle customer inquiries both via phone and electronically (email); provide follow-up calls to customers when necessary; and document all call information according to company policies & procedures.

ESSENTIAL FUNCTIONS AND ACCOMMODATIONS
Resort Travel & Xchange will make all reasonable accommodations to qualified employees and/or applicants. Duties may vary under the direction of the reporting supervisor and are subject to change at any time with or without prior notice at the discretion of the Company.

• Answer calls within 5 seconds and respond to emails within 24 hours if off, or during scheduled shift if clocked-in.


• Respond to customer inquiries at all levels with professionalism and exemplary customer service.


• Provide up-to-date information about all products and services offered.


• Assist customers with making reservations, purchasing tickets, booking car rentals, etc.


• Ability to upsell reservations, tickets, care rentals, etc. to maximize revenue.


• Collect and process payments via Payment System and review with customer based on company SOP.


• Handle customer’s complaints & offer incentives in order to maintain business.


• Make outbound calls to collect balances due on previously-purchased packages.


• Meet or exceed goals set by department managers on a weekly/monthly basis.


• Work in conjunction with Arrivals, SPI, and all Inbound & Outbound Sales departments.


• Conduct outbound calls, when an outbound campaign is assigned. Includes registrations, balance dues, and/or activating.


• Activating/Communicating with guest through predominantly outbound calls to remind guests of their promotion.


• Re-pitch full package details, work to reduce costs, and increase show rates.


• Contact consumers with promotional vacation packages who have not toured and secure dates of travel.


• Book the allotted tour time-slots to ensure a sufficient number of qualified potential buyers attend the presentation.


• Ensure all data in both portals (SPI/CBS) correctly mirror identical information.


• Notate customers’ accounts thoroughly on content discussed on a given call.


• Lock-in reservations and verify information on-file to email reservation confirmation.

This job description in no way states or implies that these are the only duties to be performed by the Customer Service Representative. The employee is expected to perform other duties necessary for the effective operation of the department

POSITION QUALIFICATIONS

• HSD or GED.


• 18 years of age or older.


• Must speak fluent English.


• Previous customer service preferred, but not required.


• Proficient in relevant computer applications.

SKILLS & ABILITIES

• Strong verbal communication skills


• Organizational skills


• Team work


• Ability to remain calm in high-pressure situations


• Strong data entry and typing skills


• Attention to detail & ability to multitask


• Adaptability


• Ability to connect with people quickly and engage them over the phone to want to purchase/reserve 

RTX'S CORE COMPETENCIES  

• Accuracy - Ability to perform work accurately and thoroughly.


• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.


• Competitiveness - Willingness to strive to get ahead or to finish projects.


• Detail Oriented - Ability to pay attention to the minute details of a project or task.


• Oral Communication - Ability to communicate effectively with others using the spoken word.


• Persuasiveness - Ability to influence others to change position or to adopt a specific point of view.


• Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.

PHYSICAL REQUIREMENTS

WORK ENVIRONMENT 
Well lighted office environment, ventilated. The work is generally performed at a desk. Use of phone and computer equipment is constant. May have high level of noise distractions due to agents taking calls, music, bells ringing, etc.