Customer Service Representative

TKO•Dallas, TX

About The Position

A Customer Service Representative's primary responsibility is to assist travelers in getting to and from their event destination according to their budget and itinerary. This position will mostly handle incoming calls; in a professional, efficient, friendly manner.

Requirements

High School Diploma or equivalent.
Experience in a customer service position using telephone etiquette techniques.
Possess strong organizational skills and impeccable attention to detail.
Proficient with Microsoft Office, specifically Excel, Outlook, and Word.
Must be flexible and adaptable, with the ability to multi-task and consistently produce accurate work, even under pressure.
Maintain professionalism when interacting with vendors, guests, partners, clients, and peers.

Nice To Haves

Bilingual preferred; ability to read, write, and speak Spanish proficiently.
Experience in the travel or sports industry is preferred.

Responsibilities

Assist travelers in getting to and from their event destination according to their budget and itinerary.
Handle incoming calls in a professional, efficient, and friendly manner.
Respond to various forms of communication from clients, including email.
Answer phone calls (25+ daily) from clients.
Maintain continuous knowledge of events and partnerships to recognize the industry's product, market, and service-related trends.
Work with clients to identify specific needs and expectations, such as special/custom product fulfillments, as needed.
Investigate and resolve specific issues related to clientele; identify and escalate priority issues and route calls/issues to the appropriate resource.
Communicate questions and issues with internal teams to provide the best customer service experience.
Collect and enter reservations for new or additional products and services.
Manage the Company's proprietary reservation system, including hotel inventory, rooming lists, and additional tour items.
Support the event teams with their needs and responsibilities, as necessary.
Arrange data in a useful manner.
Comprehend workflow processes for maximum output—separate and/or combine tasks to increase workflow efficiency and maximize limited resources.
Collaborate and identify ways to streamline new and existing processes.
Set priorities to quickly zero in on the "critical few" and put the "trivial many" aside; juggle numerous tasks and priorities while maintaining a productive workflow.
Drive results and exhibit good follow-through on information and project status.