Portage Lakes Career Center

PLCC_Logo

Reservation Sales & Service Specialist

Full-Time

DESCRIPTION

ABOUT GLOBUS FAMILY OF BRANDS

Globus family of brands provides the best in vacations for a wide variety of travel styles, goals, and budgets. Spanning over 450 vacations across more than 70 countries. With 90+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes, and countless joy-filled memories across the globe.

Generous benefit package including travel benefits and retirement

 

THE DEPARTMENT

Customer Care is tasked with growing the Trade side of the business by following promotional direction and generating Trade passenger sales through multiple sales channels; retail travel sellers (primary channel), group sales, and e-sales.  The Customer Care division includes all business units that interact directly with the customer’s travel agent to sell GVI products, answer inquiries, and resolve problems. The departments under Customer Care are Reservation & Associate Support, Diamonds, Digital Support, Trade Groups, Training, Sales, Service, and Guest Resolution.

 

THE ROLE OF A RESERVATION SALES & SERVICE SPECIALIST IN CUSTOMER CARE

The Reservation Sales & Service Specialist is responsible for the following results:

  • Managing inbound phone calls while maintaining productivity goals that support industry-leading inbound service levels
  • Reaching and exceeding sales objectives by selling travel packages and product up-sells and cross-sells
  • Handling inbound sales through calls, chats, and/or e-mails using industry-best customer sales techniques
  • Developing internal relationships and fostering a spirit of cooperation with other Gfob departments as needed to serve the favorite W.I.N.E.s (wants, interests, needs, and expectations) of our customers
  • Improving customer satisfaction and loyalty by ensuring customers receive accurate, timely, and quality information about the products we are supplying, and discovering and resolving customer dissatisfactions early and often
  • Reaching and exceeding loyalty-based customer sales contact quality objectives by consistently looking for ways to create a positive, lasting memory of our interactions
  • Contributing to a team effort by accomplishing related results or projects as needed
  • Handling special projects as assigned through detailed program knowledge and interpersonal skills
  • Cultivating and maintaining on-going relationships with all accounts and influencing product loyalty

EXPERIENCE PREFERRED

The preferred candidate has experience in or notable knowledge of the following areas:

  • One year or more experience in a sales capacity within a call center environment
  • Demonstrating the importance of an excellent customer experience through the sales cycle to increase customer loyalty
  • Building customer relationships
  • Technical and functional skills using a variety of computer applications. In-house this includes the reservation systems, Microsoft 365 tools including Outlook, Excel, Teams, and SharePoint, and scheduling and telephony tools.
  • Ability to type at least 35 wpm and multi-task during customer contacts
  • Working with points of interest/geography
  • Travel brand and product knowledge
  • Ability to work in a call center environment that includes structure, shifts, performance measurements, etc.

EDUCATION PREFERRED

The right candidate has a consistent desire for personal and professional growth, will live and breathe a learn-it-all culture, and should have one year of related education through experience in customer service, sales, or travel industry, or equivalent combination of education and experience. Candidates who hold an Associate’s degree (A.A.) or equivalent from two-year College or technical school are preferred.

EOE

While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports

POSITION PROFILE

ROLE:  Reservation Sales & Service Specialist
DEPARTMENT:  Customer Care
REPORTS TO:  Team Leader, Sales & Service
STATUS:  Non-exempt

WORKERS COMP CODE:  8810

 

Company Info

GLOBUS Family of Brands

5301 S Federal Cir, Littleton, CO 80123

 

Who To Contact
Erica Sansone

303.703.7196 /esansone@globusfamily.com



Schedule a Tour

We take pride in our facility and welcome the opportunity to show it off!  You would never buy a car without looking at it first.  Choosing the place to give you a head start on a successful path in life should be no different.  We invite you to schedule a tour of our beautiful campus.  We’re pretty sure you’ll be impressed!

If you are a high school student, please note that you will have several opportunities to visit PLCC during your sophomore year.

Once we receive your request, a PLCC staff member will follow up directly. Thank you for your interest, we look forward to seeing you soon.