Note: The job is a remote job and is open to candidates in USA. ConferenceDirect is hiring a Customer Service Representative for its Contact Center. The role handles inbound hotel reservation and event registration calls and emails, assists customers, enters data, documents interactions, and supports team productivity and service-quality goals.
Responsibilities
- 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
- 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
- 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
Skills
- 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
- Work assigned shift within the department's hours of operation, which are 9:00-7:00 EST
- 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
Benefits
- Remote work for residents of Florida, Georgia, Illinois, Massachusetts, Michigan, Nebraska, Nevada, New Jersey, North Carolina, Ohio, South Carolina, Texas, Virginia, Washington or California (outside 50-mile radius of Folsom office)
- Hybrid work agreement for California residents within 50 miles of the Folsom, CA office
- Full week of training
Company Overview