Call Center Agent - Advanced Reservation Systems

Company: aRes Travel, Inc.

Job Title: Call Center Agent

Department: Call Center

Reports To: Call Center Director 

Who we are: aRes Travel Inc.

From the San Diego Zoo to Visit Nashville, aRes Travel powers some of the travel industries’ top websites and blogs. The aRes Travel private-label booking engine transforms our partner's websites into an all-in-one travel portal. Integrated seamlessly with our partner’s existing website and branding, the platform allows for the promotion of hotels, activities, and the creation of customized travel packages encompassing every aspect of your customers’ travel needs.

The aRes Travel booking engine enables these websites to tap into one of the largest collections of travel products in the industry, including 90,000 hotels ranging from independent value-driven properties to large conference centers and resorts in major metropolitan cities. aRes Travel also e-tickets to more than 1,000 attractions, activities, tours, festivals, and events, 1,500 unique packages, 1,000 hotel deals, 450 airlines, and 25 rental car companies under contract.

Basic Function:

Assist guest define their travel interests and sell lodging, attraction tickets, packages, and rental cars. Provide customer service and resolve issues when necessary. Strive to increase sales while meeting departmental service levels and goals. Assist with reviewing orders and reporting inaccuracies in the booking engine.

Responsibilities:

• Guide incoming callers through the booking process in a professional manner.

• Accurately booking hotels, attraction tickets, and packages reservations. 

• Maximize sales by offering upsells and add-ons

• Responsible for understanding and meeting service level needs and goals.

• Management of company work email, voicemail, logins, and passwords.

• Always prepared to assist guests, logged into phone queue and work email while on duty.

• Correctly address all inquiries pertaining to (but not limited to) individual hotels, room types, rates, and facilities as well as surrounding areas and attractions.

• Creatively handle guest challenges and inquiries to meet departmental standards and service levels.

• Submitting cancellation and refund requests.

• Maintains knowledge of our current affiliate, hotel/attraction product/partners. Including attending training, presentations, and other call center visits when scheduled.

• Meets or exceeds goals set forth including, but not limited to; call conversion, monitoring/shop calls, call accuracy, abandoned calls etc.

• Report inefficiencies and system-related problems to management for correction.

• Assist with order verification for high-risk orders.

• Adherence to company attendance policy and work schedule.

• Must keep guest’s and company’s information secure and confidential.

Requirements:

• Sales focused with ability to genuinely connect and empathize with callers

• Call Center agents must be professional and well-spoken.

• Must have flexible schedule, available on weekends and holidays

• Strong problem-solving and basic math skills

Education/Training:

A high school diploma or an equivalent is required.

Experience:

Prior call center experience, or preferably, front desk/ reservations experience is useful.

*This is a hybrid position with two days per week in-office and three days working remotely