Customer Service Rep - Grand Canyon

POSITION SUMMARY

This is a position focused on customer service and selling FUN! Customer Service Representatives (CSR) will sell various tour options with walk-in customers while maintaining a high degree of fun, integrity and professionalism. CSR’s are responsible for selling tours, checking in customers, processing payments, and directing customers to the passenger pickup area. The CSR works closely with the Guide and Service Center teams to ensure a great tour experience and to address any issues that arise.

RESPONSIBILITIES

• Sell tour adventures by explaining tour options, pricing, features, and availability.
• Accurately uses booking software (the Gantt) to schedule tours, process payments, and communicate customer requirements for guides and shuttle drivers.
• Communicates cancellation policy and acquires signatures for our waiver.
• Thorough and accurate data entry of reservations with customer names, payment information and notes.
• Reserve tours and verifies each check-in reservation for accuracy with payment type and source information.
• Assist customers with questions and address any customer concerns to ensure satisfaction.
• Contact Customers for late check-ins to acquire an estimated time of arrival. Reschedule tour if necessary.
• Assigns tours to Guides based on tour priority guidelines, number of passengers and customer pick-up locations. Balance passenger loads and manage guide breaks according to break schedule.
• Organize shuttle schedule and notifies the shuttle drivers of any updates to their schedule.
• Manages monetary responsibilities which include processing credit card payments, handling cash and voucher transactions.
• Handles overflow phone calls when necessary.
• Performs all aspects of the Opening / Closing Checklist.
• Serve as first-line of defense for all issues relating to tour operations.
• Strives for continuous process improvement and quality output.
• Assists in cleaning the tour office to ensure positive customer impression.
• Communicates effectively with customers, Guides and Service Department to ensure issues are addressed proactively.
• Provides back-up to the Pink Jeep Store and Passenger Coordinator during staffing shortages or to cover for breaks.

QUALIFICATIONS & EXPERIENCE

• H.S. Diploma or equivalent required.
• Computer experience required (MS Windows, Outlook, Word & Excel)
• Prior customer service and sales experience preferable

  KNOWLEDGE, SKILLS & ABILITIES

• Team player who is self-motivated, detail oriented and takes initiative
• Good judgment and problem-solving skills
• Professional conduct and excellent communication with customers and peers.
• Effective time management, prioritization and multitasking capabilities
• Works well in a team environment
• Must be able to maintain sensitive information in a confidential manner

ESSENTIAL PHYSICAL REQUIREMENTS

• Ability to perform data entry tasks for up to 10 hours
• Ability to communicate with associates and customers on the phone and in person.
• Ability to read, count and write to accurately complete all documentation and computer transactions
• Ability to freely access all areas of the customer service dept. including the front and back office, waiting area, guide area (accessible by stairs) and parking lot
• Ability to operate and use all equipment necessary to perform the job (registers, computers, copier, fax machine, telephone, radio, and calculators)
• Ability to reach overhead, squat, bend, and walk up and down stairs throughout the day
• Ability to stand and sit for up to 10 hours per day
• Ability to move or lift equipment throughout the department generally weighing up to 25 pounds.
• Ability to work opening and closing shifts and varied hours and days up to 11 hours per day. A one hour lunch is included in the 11 hours
• Ability to use and be around a variety of cleaners in order to provide general cleaning of the office
• Ability to take each tour to familiarize yourself with the product on an ongoing basis

Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position.