Inbound Call Center ; Sales​/Service Counselor

Position: Inbound Call Center Opportunities (Sales/Service Counselor)
*** Please note this is NOT a remote position. Sales/Service Counselors are required to work on-site at the Universal Orlando Guest Contact Center.**
* SALES COUNSELOR

JOB SUMMARY:

Sales Counselor is responsible for providing outstanding customer service for all UO guests by working in a high paced phone environment, handling sales and guest service; including processing orders for Universal Orlando's products and services which include Annual Passes, Tickets, Vacations and online support. This position fields incoming live calls to address a variety of needs including, but not limited to, customer service, sales, basic troubleshooting and general product information for all Universal Orlando products and services.

MAJOR RESPONSIBILITIES:

+ Meet monthly assigned sales goals including but not limited to:
Conversion, Average Order Value (AOV), Length of Stay (LOS) and Multi-Park Ticket Sales.

+ Meet monthly Quality standards, as outlined by GCC Quality program.

+ Support and deliver a World Class destination experience by offering additional enhancements to every guest.

+ Meet monthly productivity metrics such as:
Aux 9, Adherence, AHT, Attendance, Order Entry Errors and others as defined by the company.

+ Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.

+ Perform other duties as assigned.

EDUCATION:

+ High school degree is required.

+ Associate's degree is preferred.

EXPERIENCE:

+ Minimum of two or more years working in an inbound Omni Channel Contact Center with a Travel or Sales related background.

+ Will also consider candidates with successful face to face sales or back of house hospitality industry experience.

 SERVICE COUNSELOR

JOB SUMMARY:

Service Counselor is responsible for providing outstanding customer service for all Universal Destinations & Experiences (UDX) Guest Contact Center (GCC) guests and client groups by working in a high paced Omni Channel support environment, handling guest service inquiries; including processing orders for UDX products and services including but not limited to:
New Ticket Sales, New Annual Pass Sales, Ticket Modifications/Refunds, Annual Pass Renewals, Flex Pay Accounts, Dining, Executive Dining, Large Party Dining, PDF Ticket Resends, Comcast Tickets, ETDS, and General Information Inquires. This position fields incoming live calls to address a variety of guest needs, including but not limited to customer service, new sales and upsells, basic troubleshooting and de-escalation, and general product awareness and education for all UDX products and services available to the GCC.

MAJOR RESPONSIBILITIES:

+ Meet monthly Scorecard performance metrics related to Guest Experience, including but not limited to, Survey Offer Rate, Quality Assurance, Agent Experience score, Sentiment score, and Short call %. Support and deliver a World Class destination and experience by offering additional enhancements to every guest.

+ Meet monthly Productivity metrics as defined by the company such as After Call Work (ACW), Average Handle Time (AHT), Adherence, Schedule Conformance, and Aux 9 (Personal Aux).

+ Meet monthly alternative Service metrics, including but not limited to, Hold %, Transfer %, Non-Talk time, Invalid calls to GSS, Financial Impacts, and Survey results such as First call resolution and net promoter scores.

+ Adhere to all guidelines within the UO Team Member Handbook, Comcast Code of Conduct, and Guest Contact Center Supplemental Policies at all times.

+ Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.

+ Perform other duties as assigned.

SCOPE:

+ Semi-routine to a point with constant changes; majority of work covered by established policies and procedures.

+ Some decision making.

+ Exchange of information, which occasionally requires tact and/or diplomacy.

EDUCATION:

High school degree or GED is required.

EXPERIENCE:

+ 2+ years call center experience preferred;

+ or equivalent combination of education and experience.

+…