Customer Service Agent

Customer Service Agent

The Customer Service Agent assists our members in an array of areas ranging from membership questions to making reservations and taking payments. This position is onsite only. Responsible for delivering great customer service, and trouble-shooting issues as they arise. Manage issues and assignments with a focus on the customer. To be knowledgeable of the varying memberships and aspects of Travel Resorts of America and assist Resort Operations and Sales.

Duties and Responsibilities:

• Welcoming new members
• Explaining and understanding the memberships and addressing any issues/concerns
• Making reservations
• Assist with account issues and connect to billing for account payments
• Engage with members on complex membership issues
• Deliver coherent written analysis of the key issues
• Learn all aspects of member services and dealing with members' issues
• Be knowledgeable of resort operating procedures and develop continuous improvement ideas to enhance member experiences
• Keeping a helpful, professional, and cheerful disposition under all circumstances, including interfacing with unhappy members
• Research disputed membership claims to insure thorough and complete investigation is made and resolution is fair and justified
• Obtain and examine all relevant information to assess validity of complaints and determine possible causes of member concerns
• Maintaining Member Contract Filing Room

Any other duties and responsibilities as assigned

Job Qualifications and Requirements:

• High school diploma or equivalent
• Experience in customer service
• Proficient in Microsoft Office
• Good interpersonal skills
• Requires strong communication skills - both verbal and written
• Speak, read, and write the English language fluently
• Excellent guest service skills
• Must be able to hear and respond over the telephone
• AAS college degree or equivalent
• Motivated and able to keep organized under pressure
• Excited to learn new things and able to adapt to changes well
• Good interpersonal skills
• Must be flexible and have the ability to multi-task and exercise critical thinking skills
• Must be a self-starter and able to prioritize multiple tasks, work with minimal supervision, exercise good judgment and be highly motivated and detail oriented
• Must have experience in customer services, with experience in the Hospitality Industry preferred