Reservations Agent

Reservations Agent

Full Time

Pay Rate: $16.00-$20.00

Location: New Jersey

Position Overview:

Obtain all required information to fulfill the client’s transportation needs and enter that information correctly into the reservation or dispatch systems.

Responsibilities and Duties:

• Responsible for answering incoming calls, email requests and online booking requests for service from client.
• Accurately input reservation request and any necessary changes into all appropriate computer systems in a concise and professional manner.
• Keeping up to date on Avalon’s products, services, policies and procedures.
• Reconfirm future reservations with clients.
• Build rapport with clients by becoming knowledgeable about their account, special needs and particular preferences.
• Responsible for continuously monitoring all incoming reservation channels (phone, multiple email inboxes, online bookings) and answering all inquiries about the company, service, rates and travel time promptly and professionally.
• Handles reservations for affiliate work and farms orders to affiliate network as needed.
• Monitors the status of national rides to ensure clients are receiving excellent customer service form our affiliate network.
• Identifies and resolves any problems with incoming orders. Escalates as needed.
• Proactively and professionally handles customer service complaints and escalates issues as appropriate to respective department heads.
• Accurately helps build client profiles and accounts by informing accounting of new account information obtained from client calls.
• Performs basic dispatch functions as needed such as: coding, calling affiliates, obtaining chauffeur details and securing and sending new trips.
• Responsible for checking all work at the end of shift.
• Handles and secures greeters when needed.
• Other duties as assigned

Qualifications:

• HS Diploma or equivalent
• Knowledge of the high-end limousine industry and geographic region – including airports, restaurants and hotels – is a plus. Experience in the limousine industry is preferred.
• Demonstrates ability to professional manage difficult phone calls or client interactions while maintaining a calm and professional demeanor. Must be able to skillfully deal with clients and difficult situations.
• Must be able to multi-task with ease and prioritize between heavy phone volume, emails and managing multiple projects simultaneously.
• Must possess excellent telephone etiquette and customer service skills.
• Must be willing and able to represent the company in a professional manner and have a professional demeanor at all times.
• Ability to listen effectively and capture all booking details to ensure client satisfaction.
• Highly driven to succeed and committed to delivering exceptional customer service.

BENEFITS:

Sign On Bonus

401(k)

Dental insurance

Health insurance

Referral program

Vision insurance

Location: 89 Ridge Rd, North Arlington, NJ 07031