Job description
The Destination Guide is the heart of Xplorie’s Customer Service Center and is the guest’s first experience with Xplorie. Destination Guides connect guests in Xplorie’s lodging providers with one-of-a-kind free activity programs and other exciting activities. The Destination Guide (“DG”) helps guests build and book a vacation experience that creates memories for a lifetime.
IDEAL CANDIDATE:
The Destination Guide is outgoing, empathetic, and confident. The DG is proficient with modern computing technology, comfortable moving between two screens and various applications. The DG is enthusiastic about Xplorie’s vision for creating Best in Life Moments. He or she has 2+ years of customer service experience, loves talking to people, and has a proven track record of reliability in previous positions.
JOB RESPONSIBILITIES:
- Exhibit Xplorie X-factors.
- Maintain a positive, empathetic, and professional attitude toward guests.
- Ensure guest satisfaction and provide professional guest support.
- Respond promptly to guest calls to:
o Book, reschedule, edit, and cancel activity reservations.
o Provide program and activity details and information.
- Become a Subject Matter Expert on the Destination Cluster’s assigned Xplorie activity products and their booking processes.
- Develop a working knowledge of all Xplorie activity products and their booking processes.
- Communicate any necessary changes or updates regarding Xplorie activity providers, products, and PMC guests.
- Maintain performance metrics according to Xplorie’s CSC Standards & Metrics and Quality Assurance guidelines.
- Abide by, and be aware of, all Xplorie company policies and policies specific to the CSC.
EXPERIENCE AND QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required.
- High school diploma or equivalent.
- 2 + years of customer service experience, preferring in a call center setting.
- Strong verbal and written communication skills.
- The ability to efficiently navigate a dual monitor between different applications, reliable equipment and internet.
- Working knowledge of Google and Microsoft products (Outlook, Word, and Excel).
- The ability to type 35 WPM.
REQUIREMENTS:
- Cable modem, DSL, or plug-inn hardwire for an internet download speed of 35 mbps or greater.
- Background noise is prohibited.
- Open availability, including weekends and nights; call schedules based on call volume.
- Reliable laptop or desktop and headset; chromebooks, ipads, and tablets are not compatible within the Guest Service Center.
- Ability to successfully perform part-time (31 and under) or full-time(32 and over) hours.
We are committed to surrounding ourselves with the kind of people who possess our core values so that ultimately we can all look back with pride on both the great company we have built and the quality of people that we have had the pleasure of working with. Xplorie employees embody the following core values, or as we like to call them: The X Factors.
- Relentlessly Resourceful – We are scrappy and celebrate our ability to find the best way to get it done and move on to the next thing.
- Win as One – We are a team. We collaborate. When there’s a win, it’s a win for all.
- Give – Get – It’s the Xplorie Rule. Treat others as they would wish to be treated, give what you would want to get. Do the right thing!
- Own It – Whatever it is, take it to the finish line with pride and determination. We trust our team to act like an owner with their work, and in doing so have the autonomy and purpose to see it through.
- Enjoy the Journey – There will be bumps in the road and maybe a wrong turn here or there, but we know that, we love it and we enjoy every step of the journey!
Job Types: Full-time, Part-time
Pay: $15.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Vision insurance
- Work from home
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Weekend availability
Experience:
- Computer skills: 2 years (Required)
- Call center: 1 year (Required)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
Work Location: Remote
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