Customer Service Representative - Dollywood Parks & Resorts - Full Time Year Round

All Career•Pigeon Forge, TN

10d

About The Position

The Customer Service Representative greets guests, initiates friendly interactions, answers questions, sells products, makes lodging reservations, processes refund requests, and resolves guest concerns by phone, email, and live chat. The role provides guest service that exceeds expectations and is carried out in a manner consistent with The Dollywood Company’s Mission and Values. The position uses computerized ticketing and reservation systems to sell tickets and season passes, complete reservations, process credit card transactions in compliance with PCI requirements, accommodate refunds and exchanges, and promote additional products and amenities. It also performs accounting procedures for sales, refunds, and lodging deposits; balances daily activity; makes outbound calls regarding past-due Season Pass Installment Plan payments and product sales; and collects guest information for marketing and research programs. The representative attends scheduled training and customer service seminars, maintains a clean and professional work area, follows the office dress code, and complies with safety and security policies. The position requires dependable attendance and flexibility for assigned schedules, including overtime, evenings, weekends, and holidays. Employment is contingent on satisfactory completion of onboarding, including background and pre-employment drug screening.

Requirements

Must be at least 18 years of age.
High school diploma or equivalent required.
Basic computer skills required.
Must pass a typing test at 25 words per minute.
Must complete and pass a pre-employment background check and safety screen.
Must have a valid driver's license, proof of auto liability insurance, and an acceptable motor vehicle driving record to safely operate company vehicles according to company policy.
Must maintain dependable attendance and flexibility for assigned schedules, including required overtime, evenings, weekends, and holidays.
Must be able to communicate effectively, solve problems, manage conflict, and use interpersonal skills.
Must be able to prioritize and complete assignments on time, work productively in a fast-paced environment, and adapt to changing priorities.
Must maintain confidentiality and exercise judgment regarding privileged information.
Must be able to add, subtract, multiply, and divide accurately.
Must be able to work in a small, confined area.
Must be able to operate a fire extinguisher and memorize safety procedures.
Must be able to operate a phone, copier, scanner, and calculator, and learn complex computer software.
Must be able to comprehend instructions, retain information, and verbally communicate memorized product information.
Must be able to create a friendly impression and reflect Dollywood’s image through a genuinely friendly and caring approach, pride in work, professional appearance, and good personal hygiene.
Must support a team environment by cooperating with and helping coworkers.
Must be able to perform duties consistent with creating a safe and secure environment for hosts and guests.
Must be able to move about and react quickly in emergency situations.
Must be able to communicate with guests and hosts using approved communication methods.
Position may require occasional to frequent lifting and carrying of up to 50 pounds using company safe-lifting guidelines.
Position may require intermittent to prolonged sitting, standing, or walking for shifts of up to 13 hours, and travel across property, including terrain changes, stairs, and uneven surfaces.
Must be able to perform repetitive movements and tasks throughout a shift, including repeated use of hands, arms, or other body parts.
Must be able to work in varying weather conditions, including extreme cold and heat, indoors and outdoors.
Must have strong cognitive skills, including critical thinking, problem solving, information processing and retention, attention to detail, and effective communication.
Must have sufficient mobility to kneel, bend, reach, twist, and move about to perform assigned tasks.

Nice To Haves

One year of ticket sales or lodging reservation experience.
Knowledge of the BOS ticketing system and/or Opera Property Management System.
Call center experience.

Responsibilities

Use empowerment to ensure guest satisfaction.
Answer questions and provide information about Dollywood Parks and Resorts and other Herschend Enterprises properties, including admissions, products, events, special offers, lodging accommodations, and amenities.
Sell tickets and complete reservations using computerized ticketing and reservation systems.
Sell season passes and process credit card transactions in compliance with PCI requirements.
Accommodate guest requests for refunds, exchanges, and other needs.
Upsell and cross-sell additional products and amenities.
Perform accounting procedures for sales, refunds, and lodging deposits, and balance daily activity.
Make outbound calls to collect past-due Season Pass Installment Plan payments and promote product sales.
Accurately collect guest information to support marketing database and research programs.
Attend scheduled training classes and customer service seminars.
Clean and organize the work area daily to maintain a professional appearance.
Comply with safety and security directives, policies, and procedures.
Follow the office dress code policy.
Communicate with guests by phone, email, and live chat; answer phones, direct calls, and take messages.
Perform other functions as assigned.