Summary
This position is primarily responsible for handling incoming calls in a busy call center environment while providing efficient professional customer service.
A Customer Service Sales Representative (CSSR) responds to telephone inquiries in a prompt courteous manner while creating a memorable experience by anticipating the customer needs while gathering information, identifying travel needs, making changes to existing reservations, and providing consultation on travel related issues in order to determine an appropriate action for customer satisfaction. As business demands, off phone customer service may include written communication such as chat and/or email correspondence.
Visa Sponsorship Available
No
Minimum Requirements
Combination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check.
Education: High School Diploma/GED
Education Details: High School Diploma or equivalent
Years of Experience: Minimum six (6) months experience in customer service field.
Valid/Unexpired Passport Book: No
Valid/Unexpired Driver's License: No
•Basic computer skills.
•Accurately type 30 wpm or faster.
•Excellent communication skills both verbal and written.
•Must have the availability to work any hours and any days including evenings, weekends, and Holidays.
•Ability to maintain the highest level of customer service (90% QA) while demonstrating a friendly and genuine demeanor, ability to listen and to document accordingly .
Preferred Requirements
•Spanish bilingual a plus but not required.
•Experience in a busy call center or airline/travel environment preferred but not required.
Job Duties
•Assists customers with providing information, making new travel itineraries which also includes changes and cancellations of their air, hotel and ancillary travel plans.
•Assists with resolving customer problems and/or complaints that may occur in order to ensure customer satisfaction.
•Maximizes revenue by identifying customer travel needs and offering ancillary options when applicable during the call (i.e.: Seats, bags, auto, hotel).
•Maintains the highest level of customer service (90% QA) while demonstrating a friendly and genuine demeanor, ability to listen and to document accordingly .
•Follows process and procedures as established by the business.
•Receives and takes direction.
•Other duties as assigned including (but not limited to) email or web chat correspondence when approved by management upon determination of skill set requirement.
Physical Requirements
The Physical Demands and Work Environment described here are a representative of those that must be met by a Team Member to successfully perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Office - While performing the duties of this job, the Team Member is regularly required to stand, sit, talk, hear, see, reach, stoop, kneel, and use hands and fingers to operate a computer, key board, printer, and phone. May be required to lift, push, pull, or carry up to 20 lbs. May be required to work various shifts/days in a 24-hour situation. Regular attendance is a requirement of the role. Exposure to moderate noise (i.e. business office with computers, phones, printers, and foot traffic), temperature and light fluctuations. Ability to work in a confined area as well as the ability to sit at a computer terminal for an extended period of time. Some travel may be a requirement of the role.
Essential Services Provider
Allegiant as a national air carrier is deemed an essential service provider during declared national and state emergencies. Team Members will be required to report to their assigned trip or work location during national and state emergencies unless prohibited by local, state or federal order.
EEO Statement
We welcome all individuals from varied backgrounds and experiences to apply. Our company values the unique perspectives and talents that each person brings to our team.
Equal Opportunity Employer: Disability/Veteran