Call Center Agent

OVERVIEW

At the Jenkins Organization, Inc., we're passionate about the RV Resort industry. As the parent company of Great Escapes RV Resorts, we specialize in acquisitions, development, and management.

We're currently expanding our team and are looking for Call Center Agents to join us. Our Call Center Agents play a crucial role in ensuring that our customers' inquiries are promptly and satisfactorily addressed.

This position reports directly to the Call Center Director.

ESSENTIAL JOB DUTIES

• Answer incoming calls and respond to customer emails.
• Make reservations for customers.
• Handle customer inquiries over the phone and via email.
• Conduct research using available resources to provide the necessary information.
• Manage and resolve customer complaints.
• Offer customers detailed information about our products and services.
• Enter new customer information into our system.
• Update existing customer information as needed.
• Identify and escalate priority issues to the appropriate channels.
• Route calls to the relevant resources within the company
• Follow up on customer calls when necessary.
• Maintain detailed call logs according to our standard operating procedures.
• Generate call reports to track performance and improve customer service.

QUALIFICATIONS

• Excellent verbal and written communication skills
• Strong listening skills to understand customer needs.
• Analytical and problem-solving abilities
• Customer service orientation and a desire to exceed expectations.
• Strong organizational skills and attention to detail
• Judgement to make sound decisions in a fast-paced environment.
• Adaptability to handle various customer situations.
• Ability to work well in a team environment.
• Resilience and stress tolerance to handle challenging situations.
• Ability to respond to customers' questions and address objections effectively.
• Proficient in obtaining and maintaining customer information and leads.
• Familiarity with customer service principles and practices
• Knowledge of call center telephony and technology
• Previous experience in a call center or customer service role is preferred.
• Good data entry and typing skills.
• Understanding of administration and clerical processes

EDUCATION AND EXPERIENCE

• High school diploma or equivalent
• Proficient in relevant computer applications
• Required language proficiency.
• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology
• Some experience in a call center or customer service environment preferred.
• Good data entry and typing skills.
• Knowledge of administration and clerical processes

PHYSICAL DEMANDS

Physical requirements include bending, standing, lifting, stooping, sitting, walking, stretching, and ability to lift/carry up to 20 pounds.