Assistant Reservations Supervisor

Avanti Destinations•Reno, NV

1d•$0 - $45,000•Onsite

About The Position

The Assistant Reservations Supervisor works with the Reservations Supervisor to ensure their team of sales assets, also known as Travel Consultants, achieve predetermined sales goals as well as maintain Avanti’s quality standards and necessary accuracy levels. They provide support to the Reservations Supervisor to effectively supervise their team with the day-to-day call center operations by assisting with reports, team questions, coaching, and providing appropriate feedback to their team. The Assistant Reservations Supervisor also works closely with the Reservations Supervisor, Reservations Support Supervisor, and Director of Reservations to ensure the Reservations Department maintains high standards for the company’s continued success.

Requirements

Possess proven leadership skills to assist with directing employees to meet company goals and established conduct/sales standards
High-level of professional, effective interpersonal communication skills with all levels of employees, both written and verbal
Excellent problem solving, complaint resolution, and negotiation skills
Demonstrate accurate and strong attention to details and manage customer situations using exceptional customer service. This includes continued updates and follow up until the situation is resolved.
Able to work any shift to ensure proper coverage; Available for overtime hours as needed
Able to adapt to changing policy and product in a fast-paced performance-driven culture
Strong computer skills (MS Outlook, MS Word, MS Excel, MS Teams, Internet, etc.)
Proficient in TourGate
Demonstrate exceptional habits of dependability and attendance
Knowledge of our products and destinations
Strong desire to be a part of a high growth company with an entrepreneurial spirit and a fast-paced, result-oriented culture
High School Diploma or GED

Nice To Haves

Six (6) months of call center experience preferred
Six (6) months of Lead or Supervisory experience preferred
Proficient in Amadeus preferred

Responsibilities

Assist Reservations Supervisor with training, mentoring, and coaching Travel Consultants
Works with Reservations Supervisor to create and encourage a team-based performance culture
Acts as primary contact for Travel Consultants and Res Support Specialists on Help Desk, Training Help Desk, and in the Reservations General Chat room via Microsoft Teams
Gives consistent, regular feedback to increase employee productivity while assisting on Help Desk and Training Help Desk
Assist with Reservations calls, Requests emails, and web payments as needed
Utilizes resources efficiently and effectively to accomplish contact center objectives and goals
Responsible for providing excellent internal and external customer service
Assists Reservations Supervisor with identifying potential errors and issues. Works with supervisor to then implement plans of improvement using Performance Improvement Plans (PIP) and regular follow up on Training Required (TR) memos
Assists Reservations Supervisors with responding to phone calls/emails from dissatisfied customers when those calls/emails cannot be handled by a Travel Consultant, regardless of what team the Travel Consultant is on
Attempt to resolve customer issues/complaints in most cost-effective manner while maintaining customer satisfaction
Ensures that Avanti’s policies and procedures are followed and reports to Reservations Supervisor when inconsistencies are identified. Participates where necessary to clarify/amend or create procedural improvement
Interfaces regularly with other Assistant Supervisors and supervisors inside and outside the Reservations Department regarding Travel Consultant’s performance
Responds to interdepartmental communication(s) within a timely manner
Create and analyze statistical reports; look for patterns regarding productivity of Travel Consultants and call center
Assist with maintenance of Travel Consultant timecards, including but not limited to: hours worked, Attendance, Vacation Leave, Sick Leave, and Absence
Ensures the Call Center is running by making sure Travel Consultants are taking calls, computers are working, and phone system is working. This includes minor troubleshooting for phone system and computers, as well as general Travel Consultant scheduling.
In the absence of the Reservation Supervisor, acts as the Reservations Supervisor in their stead
Other duties as required or assigned