Inbound Call Center Opportunities (Sales/Service Counselor)

Universal Orlando•Orlando, FL

1d•Onsite

About The Position

This role involves working on-site at the Universal Orlando Guest Contact Center, handling inbound calls in a fast-paced phone environment. The position requires providing outstanding customer service, processing orders for Universal Orlando's products and services, and addressing a variety of guest needs including customer service, sales, basic troubleshooting, and general product information. The role also involves working with multiple clients per day in a regimented and highly structured work environment, requiring strong PC skills and the ability to work within multiple operating systems simultaneously.

Requirements

High school degree is required.
Minimum of two or more years working in an inbound Omni Channel Contact Center with a Travel or Sales related background.
Will also consider candidates with successful face to face sales or back of house hospitality industry experience.
High school degree or GED is required.
2+ years call center experience preferred.
Working knowledge of the Internet and Microsoft Office is required.
PC skills must be above standard to be successful in this role.
Candidates must be comfortable working within multiple operating systems simultaneously within several different system windows.

Nice To Haves

Associate’s degree is preferred.
equivalent combination of education and experience.

Responsibilities

Meet monthly assigned sales goals including but not limited to: Conversion, Average Order Value (AOV), Length of Stay (LOS) and Multi-Park Ticket Sales.
Meet monthly Quality standards, as outlined by GCC Quality program.
Support and deliver a World Class destination experience by offering additional enhancements to every guest.
Meet monthly productivity metrics such as: Aux 9, Adherence, AHT, Attendance, Order Entry Errors and others as defined by the company.
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Perform other duties as assigned.
Meet monthly Scorecard performance metrics related to Guest Experience, including but not limited to, Survey Offer Rate, Quality Assurance, Agent Experience score, Sentiment score, and Short call %.
Meet monthly Productivity metrics as defined by the company such as After Call Work (ACW), Average Handle Time (AHT), Adherence, Schedule Conformance, and Aux 9 (Personal Aux).
Meet monthly alternative Service metrics, including but not limited to, Hold %, Transfer %, Non-Talk time, Invalid calls to GSS, Financial Impacts, and Survey results such as First call resolution and net promoter scores.
Adhere to all guidelines within the UO Team Member Handbook, Comcast Code of Conduct, and Guest Contact Center Supplemental Policies at all times.