Join our dynamic hospitality team as a Call Center Lead at Seabrook Hospitality! This remote role involves managing calls, addressing inquiries, and booking vacation rental homes in Seabrook, WA. Key duties include meeting sales targets through professional guest service and following up with potential guests via phone and email. We're looking for a self-motivated, guest-focused individual with a positive attitude, high computer proficiency, and a willingness to learn new software.
Job Duties and Responsibilities (Essential Functions):
- Oversee the overall workload of the call center team, providing support and resources as needed.
- Ensure the call center team meets all company’s provided quality assurance standards.
- Create and maintain the call center team’s schedule.
- Accurately maintain the call center team’s time and attendance records.
- Answer telephone calls and emails in a professional manner.
- Assist guests by booking reservations, answering questions about potential or existing reservations, and assisting with additional guest needs.
- Promptly follow up with guest inquiries and leads to secure bookings.
- Deliver the highest standard of service to all guests.
- Assist with concierge services with general knowledge of the property and surrounding area including restaurants, entertainment, special events, and general directions.
- Provide general information to guests on company policies and procedures.
- Maintain potential and current guest profile information.
- Selling and building great guest experiences including making recommendations and providing upsell options.
- Perform other duties as assigned.
Knowledge/Skills/Abilities:
- Exceptional verbal and written communication skills.
- Positive, upbeat and friendly attitude, able to communicate well in a small group setting.
- Ability to multitask, prioritize, and manage multi-faceted to-do lists; remain focused and on task.
- Strong ability to pay close attention to detail.
- Demonstrate the ability to lead effectively.
Qualifications:
- High school diploma or equivalent; additional education or certifications in hospitality is a plus.
- Previous experience with guest service or in a Call Center environment preferred
- Experience with inbound or outbound sales calls preferred
- Proficient in Microsoft Word and Excel, Google Drive and Outlook; keyboarding and 10-key efficiency required
- Availability to work varied shifts including nights, weekends and holidays
- All candidates must pass a background check prior to employment.
Physical Requirements:
- Must be able to remain in a seated position for prolonged periods while managing calls and computer tasks.
- Ability to use a keyboard, mouse, and other computer equipment efficiently.
- Must have clear vision for reading, typing, and viewing a computer screen for extended periods.
Hourly Rate: $20 per hour
Employment Status: Full Time
Seabrook Offers:
- Medical, Dental and Vision Insurance for all full-time team members
- 401(k)
- Basic Life Insurance – 100% Company Paid
- Voluntary Life, Critical Illness and Accident Insurance
- Paid Time Off:
- 10 days (80 hours) earned with up to 2 years of service.
- 15 days (120 hours) earned up on completing 2-4 years of service.
- 20 days (160 hours) earned upon completing 5-8 years of service.
- 25 days (200 hours) earned upon completing 9+ years of service.
- Employee Assistance Program
- Teladoc Virtual Services
- Tuition Reimbursement
- Discounts and Rental Credits
Seabrook is an equal opportunity employer, committed to fostering an inclusive and diverse workplace. We encourage candidates of all backgrounds to apply.
