Tour Sales Consultant (Call Center)

About the role

Holiday Vacations is seeking a Tour Sales Consultant to work under the supervision of the Tour Sales Manager, responsible for securing tour sales and providing exceptional guest service. The ideal candidate will be passionate about travel, believe in the products and brand, and embody the company's values: Honesty & Integrity, Create Community, Surprise & Delight, Grow Together, Innovate Boldly, Protect What Matters, and Celebrate the Team.

Responsibilities

• Receive inbound guest calls and provide excellent customer service
• Reach out to guests who engaged with Holiday Vacations online
• Conduct outbound service calls for pre-tour notifications, departure point changes, reservation confirmations, and to finalize questions
• Stay current on tour itinerary details, destination knowledge, and industry trends
• Data entry for reservations, cancellations, and transfers into the reservation system
• Process payments securely and accurately
• Support guest needs, clarify information, research issues, and provide solutions in a timely and professional manner
• Stay current on promotional materials to sell tour packages
• Partner with guests to build long-lasting relationships and collaborate with internal departments to improve workflows and maximize the guest experience
• Share the benefits of travel insurance and loyalty programs with guests

Qualifications

• Accountability, taking ownership of actions and outcomes
• Attention to detail, ensuring accuracy and precision in all tasks
• Communication skills, conveying information clearly and effectively
• Guest service, anticipating and responding to guests' needs and creating a welcoming environment
• Relationship building, establishing trust and fostering long-term connections
• Sales, identifying guests' needs and guiding prospects toward informed decisions
• Passion for travel that can be shared with others
• Two or more years of experience in sales or customer service
• Exceptional ability to handle a high volume and wide variety of calls with enthusiasm, empathy, patience, and professionalism
• Proficiency with MS Office products and experience with contact center phone systems
• Strong typing skills, excellent listening skills, and a warm, enthusiastic, and caring personality

Working Conditions and Arrangements

The work location is the Holiday Vacations corporate headquarters in Eau Claire, Wisconsin, with a hybrid work arrangement involving a rotation of working in office one week and working from home the next 2-3 weeks. The first 4-6 weeks of training are required to be on-site in Eau Claire, WI. Physical requirements include the ability to sit for extended periods, walk, lift, and carry up to 35 lbs, and intense mental and visual concentration for computer usage.

Benefits

Holiday Vacations offers a comprehensive benefits package for full-time employees, including medical, dental, and vision insurance, HSA and FSA, life and disability insurance, paid time off, and holiday paid time off, 401(k) with company match, and employee discounts and travel deals.