Charter Contact Center Rep I

First Student

4d•$20 - $21•Onsite

About The Position

Under direct supervision, effectively communicates with prospective or current customers through emails and inbound or outbound calls. Also, is responsible for interacting with internal customers at the location support level. Once initial communication with customer occurs, responsible for developing the quote for the customer which will include mapping of the trip, decision on the ancillary fees, and any local requirements. After quote is developed, delivers to customer, books the trip and coordinates trip execution with our local operations team.

Requirements

High School Diploma or equivalent
Previous experience providing customer service or sales in a call center environment preferred but not required
Effective oral and written communications skills; must demonstrate a professional and polished demeanor with a positive, upbeat and friendly personality
Good customer service skills; must be passionate about delivering quality service and making a difference in the customer experience
Ability to listen attentively, solve problems creatively, create win-win situations with internal and external customers
High attention to detail; able to enter data in an efficient and accurate manner
Develop and maintain professional working relationships
Ability to learn quickly and adapt to change in a fast-paced environment
Strong ability to handle multiple tasks at once; prioritize activities based on urgency and importance, and take appropriate action with little supervision
Possess solid computer skills - Windows, Excel and Outlook - and be internet browser proficient

Responsibilities

Manage a high volume of inbound/outbound phone and email contacts from both current and prospective customers who are calling to receive quotes for new charters or ask questions about upcoming charters.
Easily navigate through multiple systems and websites
Using basic sales techniques, understand customers’ needs to receive all required information needed to develop quote, upsell on every interaction to increase the value of the order or identify other sales opportunities within Charter or First Student
Once information has been received from customer, develop the quote which will need to include any local requirements, consideration for any applicable ancillary fees and mapping out trips
Enters and sends booking invitations to locations with available capacity (via phone, SharePoint or Outlook depending on appointment urgency).
Once quote has been developed, presents to customer. Ensures customer understands the quote and may need to use sales techniques in order book the trip. Will be relied upon to notify leadership if a rebate is needed, in order to book the trip.
Enters information into SharePoint and manages responses from location
Responds to customer inquiries and problems providing timely and accurate information or directing inquiries to supervisors if needed.
Remains informed on new policy, pricing, procedures, and other general information of interest to customers.
All other duties assigned.