Seasonal Contact Center Agent

Company Name: ConferenceDirect
Location: USA

Description:

Company Profile

ConferenceDirect is one of the worlds leading event management and hospitality services firms. We help clients save time and money by securing the best hotel accommodations, meeting space, conference venues, and hospitality services available at the most favorable terms possible. For more than 20 years, weve been passionate about achieving better results for our clients.

Job Summary

The position of Seasonal Contact Center Agent is open within our Housing and Registration division located in Charlotte, NC.

The ideal candidate is an energetic, forward-thinking and creative individual with high ethical standards and an appropriate professional image. The Seasonal Contact Center Agent reports directly to the Contact Center Manager and is responsible for handling incoming calls, responding to customers and data entering information into various software applications. The Agent is expected to perform within department guidelines while assisting in meeting team goals and objectives.

This seasonal assignment is expected to last for approximately 6 months. Those with outstanding performance could be eligible for conversation to full-time non-seasonal status. Conversely, this assignment may be shorter than 6 months if performance expectations are not met.

Job Responsibilities

• Obtains client information by answering telephone calls; interviewing clients; verifying information

• Determine eligibility by comparing client information to requirements

• Maintain communication equipment by reporting problems

• Maintain and improve quality results by adhering to standards and guidelines recommending improved procedures

• Inform clients by explaining procedures, answering questions and providing information

• Work cooperatively with other members of the Housing and Registration teams to manage projects and making sure all agreed-upon deliverables are met according to project timeline commitments

• Handle client calls as volume dictates

• Monitor schedule and work states, and follow up as necessary

• Participate in meetings relevant to the Contact Center

• Handle the distribution of Housing and Registration fax forms to be completed by the Contact Center and ensure PCI Compliance

• Provide project assistance with building room block memos, summarizing hotel contracts

• Assist with room allocation memos, creating charts illustrating the number of rooms contracted by the hotel and allocating rooms based upon dates and room types

• Assist with completing rate checks of hotels to ensure pricing offered is the most economical

• Create hotel tracking sheets including hotel contract information

• Provide email responses to event attendees regarding reservations through Email Center Pro

Compensation

$14.50/hour

PM19

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Requirements:

• High School Diploma or equivalent
• 2+ years of Contact/Call Center experience preferred
• Excellent verbal and written communication skills
• Proficient in both Microsoft Word and Excel
• Prefer experience working within the hotel, hospitality, event or conference management industries
• Typing 60 wpm
• Work all shifts within the departments hours of operation: 8:30am-9pm, with later shifts preferred (11am-8pm/12pm-9pm)
• Ability to understand as well as grasp basic customer information
• Ability to cope with difficult customer situations/escalated calls
• Should be able to analyze the customer problem properly and provide logical solutions
• Ability to make effective use of resources
• Excellent communication, customer service, interpersonal, and data entry skills

• Seniority level

  Entry level

• Employment type

  Contract

• Job function

  Customer ServiceInformation Technology

• Industries

  Hospitality