CUSTOMER SERVICE REPRESENTATIVE

ConferenceDirect is an employer providing contact center and event-related services. The Customer Service Representative handles inbound hotel reservations, event registration calls, and customer emails while entering data, resolving issues, providing accommodation and registration information, and supporting contact center productivity and quality goals.

Responsibilities:

• Following call flow model and quality assurance guidelines:
• Process inbound hotel reservations and event registration calls
• Process inbound emails and respond to customer questions using templates
• Keep calls and emails on task and ensure efficient use of call handle time
• Negotiate to find the best outcome and utilize tools appropriately:
• Demonstrate effective questioning/listening skills when speaking with customers
• Ability to control conversation with customer
• Ability to use appropriate analysis, judgment and logic when solving problems and making decisions
• Demonstration of good verbal, and written communication, customer service, time management, typing, and data entry skills
• Provide accommodation and registration information back to customer
• Document conversation activity effectively
• Maximize productivity time and management of work queues:
• Collaborate with peers and share best practices strategies for providing exceptional customer service
• Develop effective internal communication skills with Coordinators to insure accuracy of relaying event information to customers
• Adhere to the attendance and break policies
• Willingness to take on other duties as assigned
• Proficient display of Keyboarding skills and ability to multi-task when speaking with customers
• Other duties as assigned

Requirements:

• Ability to control conversation with customer
• Ability to use appropriate analysis, judgment and logic when solving problems and making decisions
• Demonstration of good verbal, and written communication, customer service, time management, typing, and data entry skills
• Proficient display of Keyboarding skills and ability to multi-task when speaking with customers
• High School Degree or equivalent experience
• 2+ years of Contact Center experience
• Experience with driving quality and productivity in contact center operations through excellent communications, organization and problem-solving skills
• Excellent verbal and written communication skills
• Bilingual required
• Must be authorized to work in the United States without sponsorship
• Preferred languages: Spanish and French
• Experience working within the Hotel, Hospitality, Event or Conference Management Industries is preferred