Hourly Rate: $16.00/hr
Start Date: 4/19/24
City Experiences is seeking an Excursion Specialist for our Business Operations.
About You:
This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.
About the Opportunity:
City Experiences’ mission is to create amazing experiences. Our brand heritage dates back nearly 100 years and today our footprint spans 111 countries and more than 125 U.S. cities. We are proud to serve more than 30 million guests annually across our portfolio of water-based experiences, land-based experiences, overnight cruise experiences, and ferry and transportation services. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.
Our successful team uses exemplary sales skills, engaging guest service skills and strong attention to detail to provide stellar results. Our team is extremely collaborative and motivated by a service oriented and incentive-based environment. Working from home, you will have the experience of working with customers within a high-volume sales and service environment. There are continuous opportunities for development and advancement in a growing company.
The Excursion Specialist will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.
Essential Duties & Responsibilities:
- Inbound Sales & Customer Service
- Answer incoming calls promptly and professionally using learned City Experiences’ sales skills to explain products, services, and prices
- Obtain guest information and accurately enter orders into reservation systems
- Convert the maximum number of calls to sales
- Assist in Omnichannel platform with Chat, SMS, Email and Social Reviews
- Develop comprehensive knowledge of product offerings, product extras, pricing, and scripting for all standard products
- Resolve guest problems using strong guest service skills and exercising diplomacy in keeping with company objective and guest retention
- Process non-call reservations such as OTAs (Online Travel Agents)
- Practice and follow the company’s RESPECT system and policies
- Attend applicable meetings and training as designated or necessary
- Performance will be measured by sales bookings, phone metrics, CSAT score, management evaluation, and feedback from guests and peers on the city’s team.
- Execute other projects as assigned by management
Requirements & Qualifications:
- High school degree required, some college experience/degree is preferred
- One (1) year customer service experience preferred; call center/reservation experience a plus
- Must be available to work 40 hours per week, including required weekend availability; schedule is subject to change weekly according to operational needs
- Must be able to work remotely and maintain a remote workstation where essential duties are able to be met
- Must have excellent oral and written communication skills – expression and comprehension
- WPM typing score of 38 or higher is preferred
- Bilingual is a plus
- Proficient computer skills including typing skills and the ability to navigate through multiple computer systems
- Must deal calmly and effectively with high-stress situations
- Formal training is provided over a three-week period, after which the employee will be tested. For continued employment, you must receive an 80% score or better.
About Us:
The Company’s passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.