Customer Care Representative at Honolulu

Apple Vacations, Americas favorite vacation company has a current opening for a Destination Representative for our Honolulu office!

The Customer Care/ Group Sales Representative position will be responsible for all aspects of facilitating the visitors experience. Duties include; administrative and operationaloffice duties, customer problem resolution, coordination of group movements, itineraries and overseeing contracts, selling of optional tours, coordination between Amstar personnel, Hawaii ground operator, hotel vendors and excursion companies. Work with mainland offices as needed. Major emphasis on satisfying travel agents and clients within predetermined guidelines.

Essential Duties/Responsibilities:

• Answer incoming calls from Apple Vacations customers in destination.
• Provide exceptional service by offering tours, answering questions and by offering suggestions with goal to enhance customers experience in Hawaii.
• Incoming calls must be tracked daily. Summary of call types to be tallied at month end.
• Make outgoing welcome calls and/or send welcome faxes to arriving pax on day of arrival or next day.
• Resolve customer service issues thru to completion. Will require communication with Airlines, hotels, tour companies, etc. Make changes as necessary with ultimate goal towards customer satisfaction.
• Run and maintain a variety of operational reports and coordinate with vendors as needed.
• Produce spreadsheets or word documents as required.
• Prepare Adobe documents.
• Update Apple Vacations website; maintain for accuracy
• Build & maintain tours in Sap, maintain changes in pricing.
• Keep up to date on company policies and procedures to ensure fair treatment of customers/travel agents concerns while maintaining a strong equitable relationship with AV suppliers. SAP system knowledge preferred.
• Selling of optional tours Provide tour information, close sale, meet monthly revenue goals (to be determined).
• Coordinate group movements including transfers, hotels, tours, and special events.
• Must be able to work a flexible schedule, and weekends are required.

Secondary Duties/Responsibilities:

• Meet group arrivals. Liaison for all group destination needs.
• Prepare customer documentation for group arrivals.
• Representation at welcome orientations as needed
• May be required to be available (by phone) for emergencies after business hours
• Overtime as required.
• Special projects as assigned.
• Escort familiarization trips either on foot or via rental car.

Education:
High School Diploma/equivalent required.

Experience:
1-2 yrs customer service experience. Travel experience helpful.

Drivers License:
Valid drivers license required

Computer Skills:
Must be proficient in Microsoft Word and Excel, and be able to create and modify documents and spreadsheets. Must be able to build formulas, create graphs and forms. Adobe experience a plus.

Language:
Multilingual/ bilingual would be an asset but not a requirement. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to communicate effectively to customers and employees.

Abilities:
Must be a dependable self-starter that can work well independently and as part of a team. Should be well organized and detail oriented with ability to handle a multitude of tasks and prioritize workload efficiently. Strong oral and written communication skills are expected. Must have the ability to work well under pressure and meet deadlines in a fast paced environment.

Ability to problem solve and trouble shoot issues with emphasis placed on satisfying the customer. Solid knowledge of company policy. Company minded with a professional attitude and the ability to relate to a variety of customers face-to-face. Proficient with internet and email.

ONLY LOCAL CANDIDATES WILL BE CONSIDERED

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee will be standing continuously for prolonged periods and is regularly required to walk, use hands to handle or feel objects, tools or controls; keyboard use (greater or equal to 75% of the workday) reach with hands and arms, talk and hear. The employee may occasionally lift and/or move up to 25 pounds, climb stairs; balance; stoop; kneel; crouch or crawl, taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Due to the open office environment, the noise level in the work environment is usually moderate

Skills : Administrative Support -> Heavy PhonesCustomer Service -> Face-to-Face Support

Country: USA, State: Hawaii, City: Honolulu, Company: Apple Vacations.