About This Role
This phone-based role involves delivering exceptional travel experiences to guests and travel advisor partners by processing sales calls and providing 5-star quality service. The Call Center Agent will answer detailed questions about itineraries, ships, and land programs, and accurately quote rates, promotions, and flights. The position is based in the company's Lisle, IL office within the Call Center Operations team.
Responsibilities
- Deliver exceptional guest experience either over the phone or via email
- Process sales calls to close new individual sales for direct guests and travel advisors
- Answer detailed questions regarding various itineraries, ships, and land programs offered by Mayflower Cruises & Tours, a division of the Scenic Group
- Accurately quote rates, promotions, and flights utilizing RightRez software and general information regarding the trip itineraries
- Follow sales techniques to close sales and maximize company revenue
- Effectively communicate and follow up with guests and travel advisors to collect payment
- Develop positive working relationships with various departments and staff
- Adhere to company policies and guidelines, including attendance and workforce adherence
- Provide 5-star service at all times to direct guests and travel advisor partners
- Perform other duties and responsibilities as assigned
Requirements
- Positive, can-do attitude
- Excellent communicator with colleagues, leaders, direct guests, and travel advisors
- Reliable and self-motivated
- Highly organized and able to prioritize assigned tasks for optimal use of time
- Able to work with minimal supervision
- A drive to deliver an excellent guest experience
- Exceptional problem-solving skills, accuracy, and high attention to detail
- Quick learner with a desire to develop and grow within a collaborative team environment
- Team-oriented and results-driven
- Able to multitask and handle projects in between calls
Nice to have:
- Experience with travel sales
- Experience with RightRez flight software
- Experience with Salesforce
- Experience with Centaur