CRO AgentThis position is the primary voice and initial experience for all customer and/or agent reservations. CRO Agents communicate verbally and in writing with all customers, vendors and other Roberts Hawaii departments. CRO Agents primarily answer incoming calls, check and process orders received via departmental email, fax and website portal. Reservation requests are handled with excellent customer service and must therefore be handled in a timely manner, with attention to detail accuracy and follow through.Essential Job Functions:Book reservations for all Roberts Hawaii products and services in all four (4) major islands (subject to change)Understand and adhere to all company and department policies, procedures, and codes of conductAnswer incoming calls while providing excellent customer service in order to reconfirm reservation information with customer via phone and Fare Harbor system; process payments, and answer inquiriesCommunicate both verbally and in writing in order to create accurate reports and deliver presentationsTroubleshoot and resolve customer issues in absence of a Supervisor or ManagerEscalate reservation and operational challenges and issues to Lead, Supervisor, Manager and/or Director for resolutionAttend training for customer service, systems, new products and services and other areas as neededShare feedback and assist with process improvement and documentation for CRO Agent tasksComplete daily tasks as assigned, including but not limited to:Complete OS Ticket assignmentsCheck email frequently for product and operational updatesCheck and process orders or requests received via departmental email, fax and website portal via Fare HarborForward special email requests to Groups department, Supervisor, Manager or Director as circumstance dictatesCompile and send manifests to the appropriate parties and departments to be notifiedDownload and process reservations from Expedia, AVIP, and other agenciesProvide counts throughout the day to relevant Roberts Hawaii department counterpartsPurchase airline tickets, confirm with customer, and complete the reservation process for One-Day toursAssist with projects and perform other duties as assigned or requestedEssential Skills (Minimum qualifications individual must possess when entering position) – i.e. skillsets, education, certifications, etc.:High School Diploma or equivalentKnowledge of Roberts Hawaii products and statewide island familiarityPrior customer service and administrative experience preferredAbility to work a flexible schedule including nights and weekendsAble to type a minimum of 40 wpm accuratelyComputer literate and proficient with Outlook, Internet, Word, and ExcelFamiliarity with working basic office equipment and machines, including but not limited to, faxes and multi-line phone systemAbility to learn quickly and organize information for professional use and referenceAbility to calculate basic math functions such as addition, subtraction, and multiplicationAbility to read, write and communicate clearly and effectivelyAbility to multi-task and prioritize according to an ever changing work load and business demandsAbility to work in a fast-paced environmentMeet commitments, work independently, accept accountability, handle change, set personal standards, stay focused under pressure, meet attendance/punctuality requirementsGood listening skills with ability to build strong relationshipsFlexible and open-minded in order to negotiate effectively, solicit performance feedback and productively handle constructive criticismKeep information organized and accessible, maintain clean/functional work space, work systematically/efficiently, manage time wellPromote mutual respect, keep workplace clean and safe, support safety programsWorking Conditions/Job Environment:Air Conditioned officeDesk and chairGeneral office equipment and suppliesSedentary work: Must be able to sit for extended periods of timeExposure to potential eye and muscle strain due to constant use of computerSome remote work may be necessaryThe information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.EOE/M/F/Vet/DisabilitiesEqual Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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