Customer Service Representative - Dollywood Parks & Resorts - Full Time Year Round
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
Performing defined accounting procedures for sales, refunds, and lodging deposits and balancing daily
Collecting past due payments on Season Pass Installment Plans and promoting sales of products
Attending Training Classes and Customer Service Seminars as scheduled
Cleaning and organizing work area daily to present a professional appearance
Complying with Safety and Security directives, policies and procedures
Following 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.
Knowledge, Skills, And Abilities
- Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
- Able to reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in work
- Able to be self-motivated and disciplined
- Able to prioritize and complete work assignments on a timely basis
- Able to maintain strict confidentiality and judgment regarding privileged information
- Able to promote and support a “team” work environment by cooperating and helping co-workers
- Able to be productive in a fast-paced environment
- Able to maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
- Able to be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines
- 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 move about and react quickly in emergency situations
- Able to perform other functions as assigned
- Able to memorize safety procedures
- Able to operate phone, copier, scanner and calculator
- Able to learn to operate complex computer software
- Able to verbally communicate memorized information regarding products
- 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 safe lifting
- Mobility: Position may require intermittent to prolonged sitting, standing and/or walking for duration of shift, up to 13 hours. Employees may also be required to travel to various areas on property which may include changes in terrain, stairs and uneven surfaces
- Repetitive Movements: This position may require performing repetitive movements and tasks throughout the shift, including repeated use of hands, arms or other body parts as part of typical job functions
- Environmental Conditions: This position requires the ability to perform work tasks in varying weather conditions to include extreme cold and heat. Employees may be required to work indoors and outdoors
- Cognitive and Sensory Requirements: This position requires strong cognitive skills, including the ability to think critically, solve problems, process and retain information, have attention to detail and communicate effectively using approved methods
- Able to have mobility great enough to kneel, bend, reach, twist and move about to perform tasks as assigned