Customer Service Representative - YR Dollywood Parks & Resorts - Year Round

Job Title

This position exists to greet guests, initiate friendly interactions, answer questions, sell products, make lodging reservations, process refund requests, and resolve guest opportunities by phone, email and live chat, while providing guest excellence which exceeds expectations - all to be done in a manner consistent with the Mission and Values of The Dollywood Company.

Summary of Essential Functions and Responsibilities:

Use empowerment to ensure Guest satisfaction

Answer questions and provide information about Dollywood Parks and Resorts and other Herschend Enterprises properties, including admissions, products, events, special offers, lodging accommodations, and amenities

Perform sales process to include (but not limited to):

Selling tickets and completing reservations using complex computerized ticketing and reservations systems

Selling season passes

Processing credit card transactions with strict adherence to PCI compliance

Accommodating guests' requests for refunds, exchanges and other needs

Upselling and cross-selling additional products and amenities

Perform defined accounting procedures for sales, refunds, and lodging deposits and balancing daily

Make outbound calls for collecting past due payments on Season Pass Installment Plans and promoting sales of products

Collect guest information accurately to support Marketing Database and research programs

Attend Training Classes and Customer Service Seminars as scheduled

Clean and organize work area daily to present a professional appearance

Comply with Safety and Security directives, policies and procedures

Follow office dress code policy

Education and Experience

Required:

Must be at least 18 years of age

High School Diploma, or equivalent, required

1 year Ticket Sales or Lodging Reservation experience preferred

Basic computer skills required; knowledge of the BOS ticketing system and/or Opera Property Management System preferred

Call Center Experience preferred

Must be able to pass a typing test (25 WPM)

Must be able to complete and pass a pre-employment background check and safety screen

Ability to safely operate company vehicles according to company policy. Must have valid driver's license, proof of auto liability insurance and acceptable motor vehicle driving record.

Offers of employment are contingent upon satisfactory completion of onboarding process which includes background screening and pre employment drug screening

Knowledge, Skills, and Abilities:

Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees

Must reflect Dollywood's image by being genuinely friendly and caring and by taking pride in work

Must be self-motivated and disciplined

Must be able to prioritize and complete work assignments on a timely basis

Must maintain strict confidentiality and judgment regarding privileged information

Must be committed to continuous improvement

Must have professional appearance with good personal hygiene

Must promote and support a "team" work environment by cooperating and helping co-workers

Must be productive in a fast-paced environment

Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays

Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines

Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills

Able to comprehend instructions and retain information

Able to communicate in an approved manner to answer phones, direct calls, and take messages

Able to perform duties consistent with creating a safe and secure environment for hosts and guests

Able to be flexible to handle frequent changes in priorities

Able to add, subtract, multiply and divide with accuracy

Able to work in a small, confined area

Able to operate a fire extinguisher

Able to move about and react quickly in emergency situations

Able to perform other functions as assigned

Must be able to memorize safety procedures

Must be able to operate phone, copier, scanner and calculator

Must be able to learn to operate complex computer software

Must be able to verbally communicate memorized information regarding products

Must be able to effectively communicate with fellow Guests and Hosts using approved communication methods

Physical and Cognitive Requirements:

Lifting and Carrying:
Position may require occasional to frequent lifting of up to 50 lbs. utilizing company's safety guidelines for…