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As a Confirmation’s Agent your primary responsibility will be to assist management and other associates in confirming arrival dates of upcoming vacation reservations for guests who have purchased a marketing preview package, while maintaining a high-level of customer service and satisfaction. We are looking for an individual who will respond to our owners and potential owner needs in a timely, professional manner, reducing package cancellations and increasing show rate, tours and VPG by utilizing outstanding communication skills, innovative thinking and promoting Wyndham's COM philosophy. This position is essential to maintain our arrival, revenue, and tour volume.
Job Responsibility:
Make outbound calls to guests who have secured travel dates for their marketing package and confirm their arrivals date to increase show rate and tour delivery to the sites
Must be able to maintain a high level of production pace while providing excellent customer service
Timely guest follow up ensuring customer service issues are resolved completely and promptly with detailed insight and creative alternatives to assist guests, promote travel, and reduce the Sales and Marketing cancellation rate and improve the guest experience
Provide support to the management team with revenue, tasks, accommodation changes and projects with comprehensive, confidential, and professional disclosure of incidents and escalations where required
Conduct trainings, calibration sessions, etc
Take inbound phone calls to support Inbound Reservations when call volume dictates
Requirements:
High School diploma or equivalent
Must be able to work flexible shifts to include weekdays, evenings, and weekends to suit business needs
Must have the ability to be persuasive and informative with excellent problem solving and strong customer service skills
Exceptional listener with excellent communication skills, both verbal and written
Must have the ability to deescalate customer situations and sway decisions
Must possess a positive, outgoing, professional demeanor, be self-motivated, detailed oriented and able to work independently
Must demonstrate solid judgement and firm decisions, vast product knowledge, marketing systems knowledge in addition to excellent problem-solving skills
Demonstrate professionalism and excellent customer service skills with all customers, both internal and external, maintaining a positive brand image and company reputation
CRS and/or Liberation experience required
MS Office, Word, Excel experience required
12-month minimum sales, customer service, reservations or equivalent experience required
Only candidates from Orlando, FL area (within 50 miles) will be considered at this time
What we offer:
Medical
Dental
Vision
Flexible spending accounts
Life and accident coverage
Disability
Depending on position, paid time off, parental leave and holidays
Wish day paid time to volunteer at an approved organization of your choice