Agent, RCI AU Inbound Direct Sales

Position Summary

This position is part of a direct consumer outreach sales organization, where the sales agent is the first point of contact for guest or Travel Partner calling into our contact center. Agent is responsible for utilizing sales techniques to finalize sales on one call. The position is also responsible for servicing the direct guests and Travel Partners, exceeding their expectations during each call. This position strictly handles inbound calls, including up until the time the guest sails. Agent will be accountable for strategic revenue, conversion, operational and customer service target month to month.   

Essential Duties and Responsibilities

Effectively evaluate guest needs and identify products that best fit their needs; providing sales recommendations for our products on all Sales calls and correctly creating accurate reservations 

Servicing existing reservations according to guest requests and in accordance with existing business rules with negotiation skills and the ability to think through solutions using applied sales techniques 

Ability to develop and maintain professional rapport with a diverse customer base, providing one call resolution where possible 

Responsible for working with other departments to assist guest in securing accurate information and finalizing their reservation or service needs 

Applying outstanding customer service standards in all guest interactions as defined by the business 

Responsible for correctly capturing pertinent information and payments during all interactions with guests 

Responsible for maintaining brand standards when handling guest inquiries 

Responsible for ensuring guest inquiries are consistently handled efficiently within set call handling times providing outstanding customer service skills. 

Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management. 

Financial Responsibilities 

Must meet or exceed weekly and monthly sales goals. 

Responsible for delivery of sales conversion rates according to communicated goals. 

Must meet or exceed all KPI’s. 

Qualifications

Previous sales experience  

Prefer at least 1 year of phone sales experience 

Knowledge and Skills

Ability to use sound judgment and qualifying questions to effectively maneuver through the sales booking process. 

Apply effective sales technique to address all guest concerns and secure the sale on one call. 

Must consistently demonstrate effectiveness in building relationships and discovering what motivates the guest to buy. 

Ability to relate to guests and respond to the guests concerns and desires. 

Ability to bridge across the sales process by using key sales techniques. 

Ability to use clear, professional and precise communication with the guests about all details of their vacation according to brand standards. 

Ability to display the highest degree of personal integrity and take responsibility for personal and professional growth. 

Must adhere to assigned schedule and all applicable CVP objectives and goals. 

Computer knowledge and skills required