Content Coordinator

Purpose

Reporting to the Reservations Manager, this position is responsible for providing exceptional customer service to all inbound phone calls and website generated leads by actively listening and quickly identifying customer's needs. Since much of the work is done over the phone, agents need to have a pleasant phone voice and a professional but friendly attitude. Agents must be aware of all company policies, rates, events and promotions.

Reporting to the Reservations Manager, this position is responsible for providing exceptional customer service to all inbound phone calls and website generated leads by actively listening and quickly identifying customer's needs. Since much of the work is done over the phone, agents need to have a pleasant phone voice and a professional but friendly attitude. Agents must be aware of all company policies, rates, events and promotions.

• Act as a representative of the Company and upsell and promote all extra services that TLC offers from time to time. ex. Lift tickets, Travel Insurance, Shuttles, etc.
• Respond to calls and emails while maintaining standards provided and with an appropriate level of efficiency and sales technique.
• Effectively listen to clients and understand their needs.
• Provide appropriate reservations and/or booking solutions with a friendly and personalized approach. Process payments where required.
• Proper logging of information on calls received and maintenance of detailed and accurate internal records.
• Be able to transform telephone and email inquiries about accommodations into bookings and future business where available.
• Process reservations and accurately enter them into the reservation system provided.
• Resolve issues for customers even if they are not their clients.
  
  Councel clients on terms and conditions of travel e.g. cancellation policies.
• Perform other related duties assigned by the Management team.

• Must have strong interpersonal, communication and listening skills.
• Must have a passion for sales. Experience in sales is a definite asset.
• Must be able to learn and adapt quickly in a fast paced environment.
• Able to multi-task with exceptional attention to detail.
• Must have excellent time management skills.
• Previous experience in customer service is required, preferably in hotel reservations or front desk environment.
• Must have an excellent command of the English language.
• A second language is an asset.
• Above average computer skills are required.
• Be flexible with work schedule and shifts which will include weekends and holidays and varying work hours.
• Well organized and have strong decision making abilities.
• Patience and Empathy:
  Reservation agents might have to deal with confused or irate customers.

• Must have high school diploma or equivalent.
• Some college or university training is an asset.
• Courses in computers, languages and communications are an asset.
• Certified Travel Asociate (CTA) or Certified Travel Counselor (CTC) designation is a definite asset.