DOD RESERVATION CENTER AGENT-SEASONAL FLEX

NEXCOM•Jacksonville, FL

12h

About The Position

Supports the operation of a full-service contact call center responsible for assisting eligible guests of the NEXCOM Hospitality Group NHG and other Department of Defense DoD Lodging Programs with securing lodging accommodations throughout the world within a network of multiple DoD agencies.

Requirements

One year of general office clerical experience that demonstrated the ability to perform the duties of the position.
Study completed in a college or university above the high school level may be substituted on the basis of one half academic year 15 credits of study for 6 months of experience.

Nice To Haves

Preferred ability to type 25wpm.

Responsibilities

Provides worldwide support for travel accommodations related to NHG and other DoD lodging agencies.
Responds to inquiries and assists customers via phone email and social media.
Reviews guests eligibility status classification to determine privileges of those seeking lodging accommodations. Proceeds with reservations according to call center protocol and DoD requirements.
Possesses and demonstrates thorough knowledge of NHG and DoD lodging programs policies and procedures when assisting guests and making accommodations for official duty or leisure.
Maintains appropriate documentation while adhering to Personally Identifiable Information PII and Payment Card Industry PCI requirements.
Utilizes an automated system to make reservations for authorized guests. Provides information regarding facilities such as location rates regulations types of accommodations and services available within the inventory of available rooms.
Reviews required data with prospective guests to ensure accuracy prior to finalizing reservations. Confirms reservations per guests request.
Expeditiously answers questions related to guests reservations accommodations and or travel in a courteous manner.
Analyzes and resolves problems referring extraordinary issues to immediate supervisor.
Coordinate efforts with respective DoD lodging agency front desk representatives or management to address guest inquiries and or resolve issues.
Handles referral of group reservations for special functions such as meetings reservist groups reunions conventions etc to the applicable DoD lodging agency as appropriate.
Utilizes time efficiently to maximize optimum performance and success in maintaining call stats at an acceptable level.
Provides friendly professional and personalized service at all times.
Adapts to change working in a 24 7 environment requiring flexibility to meet unexpected demands. Works as part of a highly motivated customer service team welcoming feedback while contributing to building team spirit. Assists other team members as needed.
Works under the general supervision of designated supervisor who makes assignments. Work is performed independently within the framework of established policies and procedures. Work is reviewed in terms of efficiency accuracy conformation with instructions and guest satisfaction. Performs other related duties as assigned