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

The Dollywood Company•Pigeon Forge, TN

11d

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 opportunities by phone, email, and live chat. The role provides guest service that exceeds expectations and aligns with the Mission and Values of The Dollywood Company. The representative uses empowerment to support guest satisfaction; provides information about Dollywood Parks and Resorts and other Herschend Enterprises properties; and completes ticket, season pass, and lodging sales and reservations using computerized systems. The position also processes credit card transactions in compliance with PCI requirements, handles refunds and exchanges, upsells and cross-sells products and amenities, performs accounting and daily balancing procedures, and makes outbound calls about overdue season pass installment payments and product sales. Additional duties include accurately collecting guest information for marketing and research, attending scheduled training and customer service seminars, maintaining a clean and professional work area, and following safety, security, and dress-code policies. Management may change or add duties at any time.

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 WPM.
Must pass a pre-employment background check and safety screen; employment offers are contingent on satisfactory onboarding, including background screening and pre-employment drug screening.
Must be able to safely operate company vehicles according to company policy and have a valid driver's license, proof of auto liability insurance, and an acceptable motor vehicle driving record.
Able to communicate in a friendly, professional manner with guests, vendors, and employees.
Must be self-motivated and disciplined, prioritize and complete assignments promptly, maintain confidentiality and sound judgment, and be committed to continuous improvement.
Must have a professional appearance and good personal hygiene.
Must promote teamwork, be productive in a fast-paced environment, and maintain dependable attendance and flexibility with assigned schedules, including required overtime, evenings, weekends, and holidays.
Must be sensitive to guest needs and empowered to address them within company guidelines.
Must have effective communication, problem-solving, conflict-management, and interpersonal skills; be able to comprehend instructions and retain information; and communicate using approved methods.
Able to adapt to frequent changes in priorities and perform basic arithmetic accurately.
Able to work in a small, confined area, operate a fire extinguisher, move and react quickly in emergencies, and memorize safety procedures.
Must be able to operate a phone, copier, scanner, and calculator, and learn complex computer software.
Must be able to verbally communicate memorized information about products.
Position may require occasional to frequent lifting and carrying of up to 50 pounds using company safe-lifting guidelines.
Must be able to sit, stand, and/or walk intermittently to for prolonged periods, for shifts of up to 13 hours, and travel across property areas that may include terrain changes, stairs, and uneven surfaces.
Must be able to perform repetitive movements and tasks throughout the shift.
Must be able to work indoors and outdoors in varying weather conditions, including extreme cold and heat.
Must have cognitive ability to think critically, solve problems, process and retain information, pay attention to detail, and communicate effectively.
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 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.
Sell tickets and complete reservations using computerized ticketing and reservations systems.
Sell season passes.
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.
Make outbound calls to collect past-due season pass installment payments and promote product sales.
Collect guest information accurately for marketing database and research programs.
Attend scheduled training classes and customer service seminars.
Clean and organize the work area daily.
Comply with safety and security directives, policies, and procedures, and follow the office dress code.
Perform other functions as assigned.