Central Reservations Agent
Roberts Hawaii, Honolulu, HI, United States
Central Reservations Agent
This 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.
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 conduct
Answer 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 inquiries
Communicate both verbally and in writing in order to create accurate reports and deliver presentations
Troubleshoot and resolve customer issues in absence of a Supervisor or Manager
Escalate reservation and operational challenges and issues to Lead, Supervisor, Manager and/or Director for resolution
Attend training for customer service, systems, new products and services and other areas as needed
Share feedback and assist with process improvement and documentation for CRO Agent tasks
Complete daily tasks as assigned, including but not limited to:
Complete OS Ticket assignments
Check email frequently for product and operational updates
Check and process orders or requests received via departmental email, fax and website portal via Fare Harbor
Forward special email requests to Groups department, Supervisor, Manager or Director as circumstance dictates
Compile and send manifests to the appropriate parties and departments to be notified
Download and process reservations from Expedia, AVIP, and other agencies
Provide counts throughout the day to relevant Roberts Hawaii department counterparts
Purchase airline tickets, confirm with customer, and complete the reservation process for One-Day tours
Assist with projects and perform other duties as assigned or requested
High School Diploma or equivalent
Knowledge of Roberts Hawaii products and statewide island familiarity
Prior customer service and administrative experience preferred
Ability to work a flexible schedule including nights and weekends
Able to type a minimum of 40 wpm accurately
Computer literate and proficient with Outlook, Internet, Word, and Excel
Familiarity with working basic office equipment and machines, including but not limited to, faxes and multi-line phone system
Ability to learn quickly and organize information for professional use and reference
Ability to calculate basic math functions such as addition, subtraction, and multiplication
Ability to read, write and communicate clearly and effectively
Ability to multi-task and prioritize according to an ever changing work load and business demands
Ability to work in a fast-paced environment
Meet commitments, work independently, accept accountability, handle change, set personal standards, stay focused under pressure, meet attendance/punctuality requirements
Good listening skills with ability to build strong relationships
Flexible and open-minded in order to negotiate effectively, solicit performance feedback and productively handle constructive criticism
Keep information organized and accessible, maintain clean/functional work space, work systematically/efficiently, manage time well
Promote mutual respect, keep workplace clean and safe, support safety programs
Air Conditioned office
Desk and chair
General office equipment and supplies
Sedentary work: Must be able to sit for extended periods of time
Exposure to potential eye and muscle strain due to constant use of computer
Some remote work may be necessary
This 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.
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 conduct
Answer 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 inquiries
Communicate both verbally and in writing in order to create accurate reports and deliver presentations
Troubleshoot and resolve customer issues in absence of a Supervisor or Manager
Escalate reservation and operational challenges and issues to Lead, Supervisor, Manager and/or Director for resolution
Attend training for customer service, systems, new products and services and other areas as needed
Share feedback and assist with process improvement and documentation for CRO Agent tasks
Complete daily tasks as assigned, including but not limited to:
Complete OS Ticket assignments
Check email frequently for product and operational updates
Check and process orders or requests received via departmental email, fax and website portal via Fare Harbor
Forward special email requests to Groups department, Supervisor, Manager or Director as circumstance dictates
Compile and send manifests to the appropriate parties and departments to be notified
Download and process reservations from Expedia, AVIP, and other agencies
Provide counts throughout the day to relevant Roberts Hawaii department counterparts
Purchase airline tickets, confirm with customer, and complete the reservation process for One-Day tours
Assist with projects and perform other duties as assigned or requested
High School Diploma or equivalent
Knowledge of Roberts Hawaii products and statewide island familiarity
Prior customer service and administrative experience preferred
Ability to work a flexible schedule including nights and weekends
Able to type a minimum of 40 wpm accurately
Computer literate and proficient with Outlook, Internet, Word, and Excel
Familiarity with working basic office equipment and machines, including but not limited to, faxes and multi-line phone system
Ability to learn quickly and organize information for professional use and reference
Ability to calculate basic math functions such as addition, subtraction, and multiplication
Ability to read, write and communicate clearly and effectively
Ability to multi-task and prioritize according to an ever changing work load and business demands
Ability to work in a fast-paced environment
Meet commitments, work independently, accept accountability, handle change, set personal standards, stay focused under pressure, meet attendance/punctuality requirements
Good listening skills with ability to build strong relationships
Flexible and open-minded in order to negotiate effectively, solicit performance feedback and productively handle constructive criticism
Keep information organized and accessible, maintain clean/functional work space, work systematically/efficiently, manage time well
Promote mutual respect, keep workplace clean and safe, support safety programs
Air Conditioned office
Desk and chair
General office equipment and supplies
Sedentary work: Must be able to sit for extended periods of time
Exposure to potential eye and muscle strain due to constant use of computer
Some remote work may be necessary