Tour Sales Consultant (Call Center)

Xanterra Travel Collection•Eau Claire, WI

2d•Hybrid

About The Position

This position will work under the supervision of the Tour Sales Manager and is responsible for securing tour sales and providing exceptional guest service, from the guest’s first contact with Holiday Vacations until the completion of their tour. A Tour Sales Consultant must be passionate about travel and believe in the products we offer and our brand. At Holiday Vacations, how we work is just as important as what we deliver, welcome to The HV Way! The HV Way includes: Honesty & Integrity, Create Community, Surprise & Delight, Grow Together, Innovate Boldly, Protect What Matters, and Celebrate the Team.

Requirements

Passion for travel that can be shared with others.
Two or more years of experience in sales or customer service.
Exceptional ability to handle a high volume and wide variety of calls with enthusiasm, empathy, patience, and professionalism.
Desire to exceed sales and performance metrics.
Proficiency with MS Office products (Excel, Outlook, Word, and Teams).
Experience with contact center phone system (Ring Central).
Ability to expertly navigate between multiple software programs to provide seamless and excellent guest service.
Strong typing skills – at least 35 WPM.
Excellent listening skills, demonstrating a warm, enthusiastic, and caring personality that naturally shines through in phone interactions, helping guests feel valued, heard, and excited about their travel experience.
Demonstrates genuine compassion and eagerness to provide outstanding service to every guest.
Strong time management and decision-making skills.
Ability to adapt quickly to an ever-changing, high-paced contact center environment.
Strong attention to detail and organizational skills.
Ability to work both independently and within a team and also collaborate with other departments within the company.
Must have a distraction-free workspace/environment with space for a desktop computer with two monitors.
Must have a stable power source and internet connection, including a dedicated high-speed internet and ethernet connection.
Connection cannot be wireless, Wi-Fi extenders, Wi-Fi repeaters, or hotspots.
Ability to plug in your equipment to modem/router during work times.

Responsibilities

Receive inbound guest calls while remaining customer-focused, consistently providing excellent customer service.
Reach out to guests who engaged with Holiday Vacations on-line. WE DO NOT DO COLD CALLING!
Conduct outbound service calls for requested follow up with guests related to pre-tour notifications, departure point changes, reservation confirmations, and to finalize any other questions.
Stay current and up to date on tour itinerary details, destination knowledge, as well as industry trends.
Data entry reservations, cancellations, and transfers into the reservation system, maintain accuracy of guest accounts in the reservations system.
Process payments securely and accurately.
Support guest’s needs, clarify information, research issues, while providing solutions in a timely and professional manner.
Stay current and up to date on promotional materials to sell tour packages such as brochures, catalogs, and travel deals.
Partner with guests to build a long-lasting relationship.
Collaborate with internal departments to improve workflows and maximize the guest experience.
Professionally and accurately share the benefits of travel insurance and loyalty programs to guests on every call.
Other duties as assigned.