Reservations Consultant - Remote Role

Job Title: Reservation Coordinator - Remote
Location: Orlando, FL 32821
Monday Tuesday OFF 3:30pm - 12:00am
Thursday Friday OFF 12:30pm - 9:00pm
Contract role with the possibility of right to hire
Operation Hours: 8 am - 12 am, 7 days a week, including all holidays
Work schedule varies on operations but is 5 consecutive days
Training schedule for two weeks 9am-5:30 and then a mid (12-9 pm) or closing shift (3pm - 12am) EST.
Will be mostly work from home with the possibility of in office trainings.
Key Skills
Customer Service, call center experience
1 year call center experience
Hospitality experience is a plus
Detail oriented
Payment collections
Description
The Reservations Coordinator (Work from Home - Orlando, FL) promotes the success of our $150MM rental agency by ensuring the timely and accurate capture of reservations, processing of financial transactions, agency processing, transmittal of reservations, relocations and problem resolution support. Maintain and enhance the brand reputation by personally addressing and resolving customer service issues with customers, resorts and vendors. Responsibilities also include displaying and executing the Hospitality With Heart behaviors of a Travel + Leisure Co. employee.
Essential Job Functions Responsibilities include, but are not limited to:
45% Reservation Processing Activities
New vendor reservations pulled from extranets and input into iHotelier
Monitor team email inbox for new reservations
Reservations from daily iHotelier file are uploaded in a timely manner
Reservations charged where automatic payment processing did not occur
Cancelations and modifications processes and documented in daily file
Refunds processed and documented daily
30% Provide customer service and resolution for escalated issues
Work directly with customers, resorts staff, call center staff, vendors to investigate and negotiate resolutions for referred customer service issues
Monitor team 800 phone line for incoming customer service, customer service certificate reservations, and third party reservations support
20% Administer Payment Issues
Process reservation denials and cancellations for reservations booked via third parties where the credit card payment was declined, contacting guest or the third party as appropriate
Provide support to resort staff and customers in case payment information questions are raised
5% Performs other duties as needed
Travel Requirements
0% travel time required.
Minimum Requirements And Qualifications
Education
High School Diploma
Training Requirements
One year travel/tourism/vacation ownership industry customer service experience or equivalent customer service oriented industry
Knowledge And Skills
Demonstrated ability to work under pressure
Possesses good written and oral communication skills
Ability to multitask and to work in multiple computer systems
Familiarity with accessing, navigating and filling out forms online
Technical Skills
Moderate proficiency using Microsoft Excel, Microsoft Word
Job Experience
One year travel/tourism/vacation ownership industry customer service experience or equivalent customer service oriented industry
Unless there is a legal requirement, experience will be accepted for the education requirement.
Organizational Relationships
List any important contacts and/or relationships this position will have inside and outside of the company. Please explain the nature and frequency of these contacts
Interacts with external rental customers and rental reservation third party vendors in order to providecustomer service and to answer reservation related service questions.
Works with yielders located in Orlando and Phoenix offices of Extra Holidays.
The above relationship activities can take place as needed or on a daily basis.
Work Environment
Please include a detailed list of what equipment is used, purpose (e.g. computer, phone, etc.).
It is critical to indicate any specific physical and/or intellectual activities that are necessary to successfully perform each essential job responsibility listed.
Employee will need to use a computer, telephone, headset, calculator, fax machine, printer/copiermachine on a daily basis
Must be able to maintain a calm and professional mannerism when dealing with upset and irate guests via phone and email communication.