Reservationist
Company: Audubon Institute
Location: New Orleans
Posted on: May 16, 2022
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Job Description:
Job DescriptionPosition Title: Call Center Representative and
Youth Group ReservationistDepartment: Guest ServicesReports To:
Call Center & Youth Groups ManagerLocation: Central (Office at
Zoo)General Summary: The Call Center Representative and Youth Group
Reservationist handles all incoming and outgoing telephone and
email requests for general Audubon information and youth group
reservations. Reservationist disseminates relevant and appropriate
information about Audubon attractions and value-added services in
inquiries, troubleshooting web sales difficulties, and fulfills
reservation requests in a courteous and expeditious manner. To
deliver on the Audubon mission, the Call Center Representative and
Youth Groups Reservationist will: Provide a guest experience of
outstanding quality________________________________________•
Demonstrate a proactive and professional customer service attitude,
keen attention to detail, excellent follow-through and an ongoing
sense of urgency to the waiting customer. Demonstrate efficient
work habits and follow attendance policy.• Prompt and knowledgeable
response to customer email inquiries – forwarding to the
appropriate Audubon department, when indicated. • Accurately
consult with general public on rates, combos, value tickets,
transportation, hours of operation, discounts and membership.
Anticipate obstacles and offer knowledgably solutions. • Ensure
that youth group leaders receive all necessary documentation in a
timely manner. Set expectations for groups about drop off location,
parking, chaperone guidelines, lunches, etc. • Notify groups when
weather, construction or a special event is likely to disrupt their
plans.Weave quality entertainment through the guest experience
________________________________________• Utilize all opportunities
to update his/her job knowledge of Audubon attractions, exhibits,
and new products. Educate our diverse audience about the natural
world• Assist, refer, and advise callers appropriately concerning
injured or nuisance wildlife and unwanted exotic pets. •
Communicate information about Audubon's education programs to
groups. Operate a financially self-sufficient collection of
museums• Timely compliance with all Finance Department
guidelines/requirements including and not limited to, submission of
daily youth group sales, web sales and refunds.The above listed
duties are general statements of required major duties and
responsibilities performed on a regular and continuous basis. They
do not exclude other duties as
assigned.________________________________________To deliver on the
Audubon service promise, the Call Center Representative and Youth
Groups Reservationist will:
Welcome________________________________________• Make eye contact
with every customer encounter, smile at every person, offer
friendly phrases and greetings.• Wear identification badge.• Walk
individual to destination instead of pointing; offer assistance to
people who look confused.• Assume ownership of potential safety
hazards (wipe-up spill, pick up trash). Always have the
camera-ready look.Share________________________________________•
Maintain positive attitude, pleasant tone of voice (remember it is
not what you say, but how you say it).• Coach coworkers on service
expectations.• Utilize the power of teamwork to give excellent
service.• Know when to involve
management.Inspire________________________________________• Know
the answers to questions or seek out the answers.• Utilize proper
phone etiquette (answer phone within three rings, smile before
answering call, ask for permission and wait for response before
placing caller on hold).• Ensure work area is free of food, drink,
socialization, and personal business.• Follow Dress Code Policy on
clothing and grooming.• Keep unpleasant concerns behind closed
doors (vent
backstage).________________________________________Experience:
Previous customer service experience in customer service,
hospitality, tourism or retail industry preferred.Education: 1.
High School diploma or equivalent required2. Some college education
preferred.Licensure/Certification: not applicable. Software
Requirements: proficiency in Microsoft Office Suite, and data
entry.Machinery/Tools/Equipment Requirements: Must have the ability
to use mobile devices, computer, fax, scanner, phone and copy
machine.Physical Requirements:1. Light Work: exerting up to 20
pounds of force occasionally, or a negligible amount of force
frequently to lift, carry, push, pull, or otherwise move objects,
including the human body. May involve sitting most of the time, but
may involve walking or standing for brief periods of time.2.
Sitting or standing, bending, stooping, and the ability to carry
items weighing up to 20 pounds.3. Constant adequate range of motion
and mobility required.4. Regular near acuity with clarity of vision
at 20 inches or less required. 5. Typical ability to collect and
analyze numerical and written data and verbal information to reach
logical conclusions and ability to determine the time, place and
sequence of operations or actions required.6. Regular talking and
the ability to express and exchange ideas by means of language
expected.7. Regular hearing and the ability to perceive the nature
of sounds.8. Constant ability to read, record, or type data quickly
and accurately required.Environmental/Working Conditions:1. Working
long hours between breaks or meals required.2. Ability to work
under and handle stress in an appropriate manner required.3. May be
exposed to high, medium, or low noise intensity.4. Constant contact
with co-workers required.5. Affinity for animals preferred.6.
Exposure to fluctuations in temperatures may be required.7.
Exposure to outdoor conditions may be required.8. On-call and
working unusual times of day (early morning, after hours, holidays,
weekends) will be required
Keywords: Audubon Institute, New Orleans , Reservationist, Other , New Orleans, Louisiana
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