Customer Support Representative - SPS-North America

Reports To: The Call Center Representative will report to the Client Services Supervisor, Client Services Manager, or equivalent leadership. 

Job Overview: 

The Call Center Representative (Rep) will be responsible for general information and inbound sales calls for the client site. The Call Center rep will also be responsible for supporting the sales team on booking seasonal groups, correspondence with customers on changes to their ticket orders and booking ancillary revenue products across Center's attractions. 

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.

Duties and Responsibilities: 

• Support the Center sales team with B2C prospects, register new B2C customers, book group bookings, help B2B clients with reservations and answer client specific questions
• Handle inbound calls from customers who have questions about placing a new ticket order or editing existing orders
• Troubleshoot and evaluate the needs of each customer to identify the best solution in the interest of providing an outstanding and personalized customer experience
• Actively contribute new ideas to help develop and improve efficiencies in our operations procedures
• Perform additional tasks or duties as assigned by direct Supervisor

Competencies: 

• High School diploma or equivalent
• Proficiency in Microsoft Office to include, Excel, Outlook, PowerPoint and Word
• Must be enthusiastic, willing to work in a fast-paced environment, and handle a high volume of calls
• Experience in an in-bound call center with focus on customer service
• Preferred to have experience with attraction ticketing systems and Vonage Call Center Software
• Must be able to speak, understand, read and write English, multi-lingual is a plus
  
• Must be able to work weekends, holidays, and other shifts as necessary

Physical Demands: 

• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. 
• Manual dexterity is required for operating office machinery (phone, computer, copy machines, binding equipment, etc.). 
• Ability to lift or move 40 lbs. or greater frequently. 
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 
• Must be able to utilize computer monitor and keyboard. 

Travel: None or Negligible 

Other Duties: 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.