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Customer Service Representative

Tahlequah, OK


  • Posted at C3/CustomerContactChannels
  • Posted in Tahlequah, OK
  • Posted on September 13, 2017
5442

Job Description

Company Overview: C3 is a global provider of contact center services for corporations who view customer care as a strong component of their growth and brand development strategies.  C3 builds solid partnerships with its clients based on mutually determined business objectives.  Our service offering includes contact center services, web services, data analysis, back office solutions and consulting services.  Although C3 is a global organization, the company prides itself on delivering boutique level client service aboard a foundation of operationally and technologically sound practices on par with any of the other leading providers in the industry. Consistency across our centers, regardless of geography, is at the core of our operating philosophy. 

Position Purpose:  The Reservation Sales Consultant will provide outstanding service acting as the primary point of contact for customers related to clients products and services. Consultants provide services that assist customers with travel plans, providing callers with thorough service that builds relationships, resolves issues, increases overall trust and offering additional services based on customer needs.

Job Responsibilities:

  1. Professionally handle high volume incoming calls from customers
  2. Thorough knowledge on all client products and services
  3. Provide service and sales consultation handling airline reservations by guiding customer through seat assignment reservations;
  4. Up sell other services based on customer needs i.e.: upgrade seat assignment, offering to make a car reservation, hotel reservation
  5. Responsible for conversion of call to sale (flight reservation) by guiding customer through options based on time frame and price
  6. Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customer where applicable regarding products and services listed above
  7. Resolve customer issues via one call resolution guidelines and/or escalated process
  8. Meet or exceed company and client performance metrics
  9. Maintain a balance between company policy and customer benefit in decision making.
  10. Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers 
  11. Responsible for call disposition or compiling and generating reports as required

Qualifications:

  1. 1+ years of experience in customer service required ideally in the airline and/or hospitality industry
  2. 1 yr. sales experience preferred
  3. Call center experience desirable
  4. Degree or appropriate education may be substituted for experience
  5. Strong detail orientation
  6. Excellent listening skills
  7. Strong verbal and written communication skills- ability to communicate effectively in a non-scripted environment utilizing proper grammar and tone
  8. Ability to pass all skill assessments including demonstrated experience with Microsoft applications
  9. Ability to pass background check
  10. Demonstrated passion for excellence with respect to treating and caring for customers
  11. Strong decision making and analytical abilities
  12. Ability to identify customer needs and clearly articulate product and service offerings
  13. Willingness to work a flexible schedule to include weekends, possible holidays and occasional overtime when needed
  14. Highly developed sense of integrity and commitment to customer satisfaction
  15. Meet all attendance and dependability requirements
  16. Team player

Core Competencies:

  1. Strong verbal and written communication skills
  2. High level of comprehension
  3. Ability to exercise strong judgment and interpretation of customer request
  4. Persistence
  5. Persuasiveness- ability to use strong sales and negotiation skills to sell and/or upsell services
  6. Ability to show empathy when responding to customer situation
  7. High level of integrity

We offer a competitive performance based incentive.

  • Posted at C3/CustomerContactChannels
  • Posted in Tahlequah, OK
  • Posted on September 13, 2017
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Jobs at C3 - CustomerContactChannels