Dedicated Overnight Customer Service Flex Agent

PURPOSE

The FlexAgents answer phones, chats and/or emails to assist customers with booking hotel reservations across multiple client programs. The Flex Agent will record customer information with accuracy and advise of any upgrades and/or specials that could impact the guest’s experience. The ideal candidate will have exquisite phone and email etiquette, strong Customer Service skills, and acute attention to detail. Additionally, the ideal candidate will have a focus on soft sales to ensure that each and every call ends with a reservation.

This is a work from home position.

RESPONSIBILITIES AND DUTIES

• Attend and complete training for more than one campaign
• Field calls from multiple clients, and be flexible to move from one campaign to another
• Respond to guests via phone/chat/email methods
• Represent the client and protect the brand with unprecedented professionalism
• Promote and book reservation services
• Respond to any questions a customer may have about the reservation process
• Use an online system that is user-friendly to book hotel reservations for customers
• Overcome booking objections, assume, and close the booking
• Follow the approved call/sale flow to meet department set booking metrics
• Pick up on cues on each call to meet the conversion booking metric
• Understand the use of technology: soft-phone system, e-mail, webcam, and web browsers
• Keep updated on the knowledge of client promotions
• Complete any and all assigned training, as necessary

The above responsibilities and duties describe the general nature and level of work associated with the Flex Reservations Agent Role. This is not meant to be an exhaustive list of all responsibilities and duties that may be required.

QUALIFICATIONS

• Outstanding communications skills, both written and verbal
• An adept Customer Service style that is flexible dependent on the level of Hotel Tier
• Experience translating the conversation into a sale/booking is considered an asset
• Must be fluent in English, reading, writing, and speaking
• Possess exceptional interpersonal skills and the ability to multi-task
• Organizational, problem solving and decision-making skill
• Ability to work in a fast-paced environment with tight deadlines
• Ability to work as part of a team
• Previous Call Centre, Sales, and/or Tourism/Hospitality experience, considered an asset
• High school diploma or equivalent required
• Must consent to and pass a criminal record check
• Must be legally entitled to work in Canada (Canadian citizen, permanent resident, or a holder of a valid work permit)
• Work from home applicants must meet home office minimums, which include private home office with locking door, home owner's insurance and 25 mbps download and 10 mbps upload bandwidth/Internet speed

Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Cloud5 Communications will never ask you to exchange money or purchase anything like a credit report in order to join our company. If you are being asked to send money in exchange for a job offer, do not comply as the request is fraudulent.

Job Type: Full-time

Salary: $15.50 per hour

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• RRSP match
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Night shift

Supplemental pay types:

• Bonus pay

Work Location: In person