Reservations Contact Center Agent

Summary:

The Reservations Contact Center agent is responsible for booking and modifying customer travel, addressing customer questions, solving unanticipated travel-related issues, offering support for web, partner airlines and other booking channels, and providing information about Cape Air. Excellent customer service skills and the ability to perform assigned duties in a professional and courteous manner are required.

Primary Responsibilities:

• Strive for first-call resolution through active listening, problem-solving and effective communication.
• Handle customer issues through current and evolving customer communication channels, which often include speaking on the phone but may also include writing an email or engaging via social media and other emerging technologies
• Possess the ability to work independently, as well as in a team environment.
• Efficiently respond to a steady stream of incoming customer communication, managing customer travel and solving travel-related issues while observing department Service Level Agreement (SLA) and Key Performance Indicator (KPI) goals
• Enhance knowledge-base after initial training through real-time, on the job experience
• Use available resources to provide information about our services and support customers’ needs which may involve knowledge about other areas of the company
• Utilize current and emerging technology tools to efficiently manage and resolve customer issues as they travel on Cape Air and our partner airlines
• Engage in conversation with customers while seeking out information (i.e. multi-task)
• Be professional, courteous and genuine
• Demonstrate the values of our company mission: kindness, teamwork, respect, and the spirit of our company mantra: MOCHA HAGoTDI!
• Additional duties as assigned

Qualifications:

• Previous customer service experience required
• Must demonstrate strong ability to communicate professionally in writing
• Excellent organizational skills required
• Must excel in effective, positive verbal communication
• Must possess aptitude for working with technology tools
• Ability to use Windows based PC software, including MS Office, preferred
• Must be flexible in schedule and have the ability to work days, evenings, weekends, and some holidays
• Ability to type 25 words per minute preferred