Jobs for People with MS: National MS Society

Call Center Agent

HOURS: PART TIME POSITION(S); MUST BE AVAILABLE FOR ALL SHIFTS, WEEKENDS AND HOLIDAYS WAGE: $ 12 / HOUR

*ESSENTIAL DUTIES ANDRESPONSIBILITIES: *

• Answer and respond to calls according to the established telephone etiquette procedure in a mature, clear, polite, professional and courteous manner.
• Route and transfer calls for pick up.
• Page customers and authorized employees when requested.
• Answer general inquiries about scheduled facility events.
• Handle emergency or prank calls according to established procedures.
• Check Hotel and RV park locations for availability.
• Make reservations, give confirmation numbers(s) and explain cancellation policy.
• Make changes to reservations or confirm reservations as needed upon request.
• Cancel established reservations upon request and provide caller with cancellation number(s).
• Cross reference reservations to accommodate customer preferences and requests.
• Set up Hotel and RV park group blocks.
• Route selected charges to group master.
• Inform caller of rates and applicable taxes based on room type(s) and time frame of reservation(s).
• Verbalize to customers and note on reservations when selected discounts apply.
• Provide information to callers about applicable rules, regulations and policies in regards to children, pets, and pool/exercise room usage.
• Provide caller information about carry-in alcohol beverage policies.
• Foster superior work relations and communication with all departments.
• Follow strict policies concerning release of confidential information about guests and employees.
• Remain abreast of all emergency procedures including medical, environmental, bio-hazardous, bomb threats, power outages, fire and robbery.
• Report all hotel and RV park concerns and potential problems immediately to departmental supervisors.

MINIMUM QUALIFICATIONS: Education: High School Diploma or G.E.D. Minimum two years post secondary courses in computer systems and software preferred. Experience: *Previous telephone operator or related work experience. Minimum 5 years of related computer systems experience. *Knowledge: Must be knowledgeable of good telephone etiquette. Must be knowledgeable of a variety of basic computer system applications. Must have operating knowledge of office equipment including, but not limited to; copy, fax, personal computer, printers and ten key adding machines. *Skills and Abilities: *Must have excellent communication and customer service skills. Must be able to speak in a clear, concise, mature, and professional voice. Must be able to multi-task, prioritize and work effectively under pressure. Must be able to work independently and in a team environment. Must be able to handle irate, irrational and frustrated callers in a calm and positive manner by using good customer service techniques, communicating professionally under all circumstances at all times. Must be able to remain steady and act quickly in emergency situations and have the ability to handle stress effectively. Must be able to work independently without supervision. Must be able to handle periods of high and low volumes of calls and reservations. Must be willing to learn and adapt to new software and equipment as it is incorporated into the department. Must be able to work any day, any shift, holidays and weekends.

*SELECTION GUIDELINES: *Completed employment application and/or In-house Transfer Form and resume, if desired, rating of education and experience; oral interview, reference check, FBI background investigation; job related tests may be r