Guest Excellence Advisor-Call Center
Winter Haven, FL Winter Haven, FL $17 an hour $17 an hour Guest Excellence Advisor-Call Center About us LEGOLAND Florida Resort is a 150-acre interactive theme park dedicated to families with children between the ages of 2 and 12.
With more than 50 rides, shows, and attractions, and uniquely themed LEGOLAND Water Park, LEGOLAND Hotel, and LEGOLAND Beach Resort inspired by the LEGO and DUPLO brands, LEGOLAND is geared towards family fun! About the role Answer incoming calls and make outbound calls, make bookings, and take payment for all Merlin Entertainments North American Attractions and Resort Hotels.
Answer all non-sales related inquiries providing product/service information by answering questions, offering assistance whilst acting as the first point of contact for our callers.
Up sell additional products into our available packages.
Projecting a professional company image through phone / email and Web Chat interaction.
Ensure excellent levels of service are provided in a timely manner across multiple platforms including ZENDESK, Accesso, ISO Pacific, Opera, NICE InContact Platforms.
What you'll be doing Deliver a BEST IN CLASS Guest Excellence experience utilizing Phone / Email or Web Chat contact with guests.
Take customer calls, make bookings, and take payment for all our North American attractions and Resort Hotels.
Cross selling additional products into our available packages.
Answer all non-sales related inquiries and provide accurate, satisfactory answers to customer queries and concerns with professionalism relating to the division.
Accurately records customer details in our booking and CRM systems.
Ensure customers are aware of the terms and conditions upon making a booking with full company compliance.
Works as part of the call centre team, helping and assisting colleagues where necessary.
Assists the Guest Excellence Coaches with special projects as required and any other reasonable activities required in the role.
Maintains a lively positive attitude in the call centre, which is portrayed to the customer.
Works within a team towards a common objective.
Accurately records all data such as personal data, promotional and marketing codes for all bookings and customer queries.
Achieves and exceeds performance targets set for quality, quantity and sales.
Ensures all customer payment details are recorded in line with company procedures and maintained securely.
Assists with information distribution and communication of new product information.
Attends regular one to one meeting's with Guest Excellence Coaches.
Attends daily team briefings on time to ensure product knowledge and changes to business processes and policies are understood.
Offers alternatives to the customer if the original request is unavailable under the direction of the Duty Manager.
Aware of call flow and queues and takes action where necessary to answer calls as quickly as possible being flexible around break times if necessary.
Use the correct work codes and dispositions in the phone system, to ensure reporting is accurate and relevant to help improve Call Center productivity and KPI's Makes decisions with set guidelines referring any out of scope requests to the Duty Manager.
Assists in training new employees as required in line with development plan as proposed by the Guest Excellence Coaches.
De-escalate situations involving dissatisfied customers, offering patient assistance and support, determining the cause of the issue and explaining the options or best solution to solve the issue.
Guide callers through troubleshooting, navigating the company site or using the products or services available.
Suggests ways to enhance productivity to the Guest Excellence Coaches and implements under the direction of the Guest Excellence Coach.
Work towards common goals including Call Center KPI's (Guest Excellence & Sales / Customer service delivery).
Who we're looking for Requires at least 6 months of experience in a Call Center Receptionist environment answering multiple telephone lines in a fast-paced and dynamic business environment.
Requires Web / Live Chat experience minimum 6 months.
This position requires a very positive interpersonal style with the ability to maintain a balanced demeanour and utilize excellent customer service skills at all times.
Outstanding telephone communication and strong front office communication skills are required.
Knowledge of office support functions and equipment required.
Computer literacy / able to use multiple programs and systems at one.
Familiar with using Microsoft Office products required.
This position requires strong organizational skills, the ability to take and follow direction from several people, attention to detail, and the ability to handle multiple priorities.
Exceptional interpersonal and rapport building skills.
Strong typing and grammar skills.
The ability to quickly recall names and phone numbers is required.
This position requires flexibility and the ability to work cooperatively with diverse work styles.
Great time management abilities.
Maintains and improves quality results by adhering to standards and guidelines.
Updates job knowledge by studying new product information; participating in educational opportunities.
Open availability to work 5 out of 7 days a week, including weekends and evenings.
Starting Salary:
$17.
00/hr.
Estimated Salary: $20 to $28 per hour based on qualifications.
With more than 50 rides, shows, and attractions, and uniquely themed LEGOLAND Water Park, LEGOLAND Hotel, and LEGOLAND Beach Resort inspired by the LEGO and DUPLO brands, LEGOLAND is geared towards family fun! About the role Answer incoming calls and make outbound calls, make bookings, and take payment for all Merlin Entertainments North American Attractions and Resort Hotels.
Answer all non-sales related inquiries providing product/service information by answering questions, offering assistance whilst acting as the first point of contact for our callers.
Up sell additional products into our available packages.
Projecting a professional company image through phone / email and Web Chat interaction.
Ensure excellent levels of service are provided in a timely manner across multiple platforms including ZENDESK, Accesso, ISO Pacific, Opera, NICE InContact Platforms.
What you'll be doing Deliver a BEST IN CLASS Guest Excellence experience utilizing Phone / Email or Web Chat contact with guests.
Take customer calls, make bookings, and take payment for all our North American attractions and Resort Hotels.
Cross selling additional products into our available packages.
Answer all non-sales related inquiries and provide accurate, satisfactory answers to customer queries and concerns with professionalism relating to the division.
Accurately records customer details in our booking and CRM systems.
Ensure customers are aware of the terms and conditions upon making a booking with full company compliance.
Works as part of the call centre team, helping and assisting colleagues where necessary.
Assists the Guest Excellence Coaches with special projects as required and any other reasonable activities required in the role.
Maintains a lively positive attitude in the call centre, which is portrayed to the customer.
Works within a team towards a common objective.
Accurately records all data such as personal data, promotional and marketing codes for all bookings and customer queries.
Achieves and exceeds performance targets set for quality, quantity and sales.
Ensures all customer payment details are recorded in line with company procedures and maintained securely.
Assists with information distribution and communication of new product information.
Attends regular one to one meeting's with Guest Excellence Coaches.
Attends daily team briefings on time to ensure product knowledge and changes to business processes and policies are understood.
Offers alternatives to the customer if the original request is unavailable under the direction of the Duty Manager.
Aware of call flow and queues and takes action where necessary to answer calls as quickly as possible being flexible around break times if necessary.
Use the correct work codes and dispositions in the phone system, to ensure reporting is accurate and relevant to help improve Call Center productivity and KPI's Makes decisions with set guidelines referring any out of scope requests to the Duty Manager.
Assists in training new employees as required in line with development plan as proposed by the Guest Excellence Coaches.
De-escalate situations involving dissatisfied customers, offering patient assistance and support, determining the cause of the issue and explaining the options or best solution to solve the issue.
Guide callers through troubleshooting, navigating the company site or using the products or services available.
Suggests ways to enhance productivity to the Guest Excellence Coaches and implements under the direction of the Guest Excellence Coach.
Work towards common goals including Call Center KPI's (Guest Excellence & Sales / Customer service delivery).
Who we're looking for Requires at least 6 months of experience in a Call Center Receptionist environment answering multiple telephone lines in a fast-paced and dynamic business environment.
Requires Web / Live Chat experience minimum 6 months.
This position requires a very positive interpersonal style with the ability to maintain a balanced demeanour and utilize excellent customer service skills at all times.
Outstanding telephone communication and strong front office communication skills are required.
Knowledge of office support functions and equipment required.
Computer literacy / able to use multiple programs and systems at one.
Familiar with using Microsoft Office products required.
This position requires strong organizational skills, the ability to take and follow direction from several people, attention to detail, and the ability to handle multiple priorities.
Exceptional interpersonal and rapport building skills.
Strong typing and grammar skills.
The ability to quickly recall names and phone numbers is required.
This position requires flexibility and the ability to work cooperatively with diverse work styles.
Great time management abilities.
Maintains and improves quality results by adhering to standards and guidelines.
Updates job knowledge by studying new product information; participating in educational opportunities.
Open availability to work 5 out of 7 days a week, including weekends and evenings.
Starting Salary:
$17.
00/hr.
Estimated Salary: $20 to $28 per hour based on qualifications.
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