Contact Center Agent

Our Contact Center Agents are the front lines and first impressions when it comes to the sales and service of our park. We take inbound phone calls and inquiries from customers across the country that want to have a fun and exhilarating outdoor adventure experience with family, friends and groups. Your primary responsibility is to deliver an exceptional customer experience that reflects the amazing experience of our Parks.

About Us

The Adventure Park, owned and operated by Outdoor Ventures Group, promotes active enjoyment of the outdoors through adventure recreation. Our adventure parks bring together people of all ages to challenge themselves, develop their confidence and build connections with each other, the outdoors and our team. Learn more by visiting our website at myadventurepark.com

Become a leader on our team where we promote a continuous learning environment and career development opportunities. Benefits include competitive pay, paid training, complimentary climbing and other Park activities, a flexible schedule and more.

Responsibilities

As a Contact Center Agent, your job will include:

• Consistently go above and beyond to create a memorable guest experience
• Answer inquiries (phone, email, chat) from customers nationally
• Complete guest bookings for General Admission and birthday parties, ensuring that the guest has the option to make a reservation before visiting the Park Assist guests with questions regarding our Parks, events, groups, programs, birthday parties and other needs
• Promote the company’s mission and vision by sharing knowledge about the parks and climbing experience guests, group lead clients and new customers
• Understand all company processes, programs, events, policies and any current promotions or specials
• Identify and evaluate problems and analyze customer inquiries and determine the appropriate action
• Provide feedback and support in a variety of areas including, but not limited to: Park Managers, Sales, Marketing and Finance.
• Meet defined metrics for quality, productivity and customer experience goals Use available software/tools to understand and craft the right solution across varying customer needs, business rules, and processes
• Accurately log and record customer information into contact center databases
• Assist with training new team members for processes and technical training
• Perform other duties and responsibilities as needed in to assist other areas of the company

Qualifications

• 1+ years of experience in a call center, customer service or help desk capacity required; Sales experience a plus!
• Enthusiasm for our mission, Parks and offerings
• Exhibit a pleasant, patient and friendly attitude and be naturally engaging
• Exceptional listening skills
• Ability to communicate clearly and professionally, both verbally and in writing Strong work ethic and team player mentality
• Strong research and creative problem-solving skills with solid analytical reasoning
• Possess strong organizational skills to include (time management, planning, attention to detail, and prioritization) to effectively manage calls and completing tasks
• Excellent PC proficiency, typing and data entry skills, including use of dual monitors
• Experience with contact center phone systems and online ticketing systems a plus

Schedule

The Contact Center is open 7 days a week. Shifts are flexible and can vary from week to week. This is an hourly, seasonal position, up to 40 hours/week from April 1 – September 30. Candidates must have a flexible schedule weekend and holiday availability.  This is a remote, work-from-home position. There is a mandatory orientation session and training period required for all candidates.