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

All Career•Pigeon Forge, TN

About The Position

At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across all properties, all located in the Great Smoky Mountains of East Tennessee. Ask anyone who has visited Dollywood Parks & Resorts and they will tell you this place is different. It’s not a difference that you can touch or see - it’s a difference you can feel. We are seeking a Customer Service Representative who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together and caring deeply about our brand. We want to work alongside someone who acts as an extension of our mission, values, and culture. This individual is driven to create meaningful experiences for our hosts, guests, and community while ensuring the success and profitability of our unique offerings. They also bring fun, authenticity, collaboration, creativity, and genuine hospitality to their life and work. The right Customer Service Representative will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator. This position exists to greet guests, initiate friendly interactions, answer questions, sell products, make lodging reservations, process refund requests, and resolve guest opportunities by phone, email and live chat, while providing guest excellence which exceeds expectations - all to be done in a manner consistent with the Mission and Values of The Dollywood Company. Additionally, the ideal candidate will be able to display and live out Lead with Love qualities, strongly rooted in the Dollywood Company culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.

Requirements

Must be at least 18 years of age
High School Diploma, or equivalent, required
Basic computer skills required
Must be able to pass a typing test (25 WPM)
Must be able to complete and pass a pre-employment background check and safety screen
Driver's license and acceptable driving record required if appointed authorized driver
Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in work
Must be self-motivated and disciplined
Must be able to prioritize and complete work assignments on a timely basis
Must maintain strict confidentiality and judgment regarding privileged information
Must be committed to continuous improvement
Must have professional appearance with good personal hygiene
Must promote and support a “team” work environment by cooperating and helping co-workers
Must be productive in a fast-paced environment
Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines
Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills
Able to comprehend instructions and retain information
Able to communicate in an approved manner to answer phones, direct calls, and take messages
Able to perform duties consistent with creating a safe and secure environment for hosts and guests
Able to be flexible to handle frequent changes in priorities
Able to add, subtract, multiply and divide with accuracy
Able to tolerate various temperatures while working indoors and outdoors
Able to meet the physical demands of the job
Able to work in a small, confined area
Able to operate a fire extinguisher
Able to move about and react quickly in emergency situations
Able to have mobility great enough to kneel, bend, reach, twist and move about to perform tasks as assigned
Able to perform other functions as assigned
Must be able to memorize safety procedures
Must be able to operate phone, copier, scanner and calculator
Must be able to learn to operate complex computer software
Must be able to verbally communicate memorized information regarding products
Must be able to effectively communicate with fellow Guests and Hosts using approved communication methods

Nice To Haves

1 year Ticket Sales or Lodging Reservation experience preferred
Knowledge of the BOS ticketing system and/or Opera Property Management System preferred
Call Center Experience preferred

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
Perform sales process to include (but not limited to): Selling tickets and completing reservations using complex computerized ticketing and reservations systems Selling season passes Processing credit card transactions with strict adherence to PCI compliance Accommodating guests’ requests for refunds, exchanges and other needs Upselling and cross-selling additional products and amenities
Perform defined accounting procedures for sales, refunds, and lodging deposits and balancing daily
Make outbound calls for collecting past due payments on Season Pass Installment Plans and promoting sales of products
Collect guest information accurately to support Marketing Database and research programs
Attend Training Classes and Customer Service Seminars as scheduled
Clean and organize work area daily to present a professional appearance
Comply with Safety and Security directives, policies and procedures
Follow office dress code policy
Management reserves the right to change and/or add to these duties at any time