Travel Trade Associate, Disney Central (Orlando, Florida) - Bench - FT

About the role

This is a large volume inbound contact center role which uses sales techniques and provides services to help Guests and Travel Agents plan upcoming vacations. Located in Orlando, FL, this is an hourly position with an incentive program based on performance, conversion rates, and average handling time metrics. We also attend a paid training class where you will participate in multiple performance and knowledge assessments.

The operating hours of Disney Central in Orlando, FL are Sunday through Saturday, 6:00 a.m. to 11:30 p.m. The starting pay rate for this position is $19.00 per hour. Travel Trade Associates will have the ability to earn performance incentives ranging from an average of $1.92 to $7.50 per hour.

Responsibilities

• Providing direction and recommendations to Travel Agents and Guests so that they can have the magical vacation experience that they envision. You will provide comprehensive information about The Walt Disney World Resort using numerous software applications during this process
• Providing Guest Service in each interaction and use de-escalation skills when problems arise and help Travel Agents, Guests and Cast Members find the best solutions
• Building and being an excellent partner with Travel Agents, Guests and Cast Members from all lines of business to provide excellent service
• Find solutions to Travel Agents and Guests' requests to enhance their vacation experience
• Meet or exceed required departmental metric expectations, including efficiency goals
• Maintain discretion and Guest confidentiality
• Complete all required Company trainings and compliance courses as assigned
• Flexible with work schedule, including overtime, weekends and holidays

Qualifications

• One (1) year of sales proficiency in a Service environment
• Capacity to handle conflict resolution and use good judgment when making decisions through a balance of integrity and partner resourcing
• Written, verbal and interpersonal communications skills
• Grammar proficiency and professional email etiquette
• Computer proficiency within a Microsoft Windows environment while navigating between multiple and concurrent computer applications with multiple monitor workstations
• Adaptability to the fluctuating needs of our operations
• Knowledge of Disney Products

Preferred Qualifications

• Bilingual
• Three (3) years of Travel Agency or Contact Center experience
• Sales and closing skills with the ability to overcome objections