Job Description:

Interested in a workplace that values your contributions? Are you looking for a job that comes with travel benefits? Do you have skills in customer service you're looking to use and grow?

 

Resort Travel & Xchange (RTX) is hiring Customer Service positions at our corporate location in Asheville, NC!

 

As a company, we pride ourselves in building our employees' skills in the workplace and promoting from within. When we see talent we recognize it and we build it. As an ESOP (Employee Stock Ownership Plan) company our employees are invested in the company, meaning that when you succeed, you're working towards both the company's future and your own.

 

We offer membership to our travel club as a benefit to every employee after their first few months. This includes:

• access to deeply discounted stays at our resorts


• Access to discounted stays at partner resorts and hotels


• Discounts on other travel related expenses like airfare, car rental and more.

Full time employees can also look forward to a more comprehensive benefit plan including medical, dental, vision, company paid life insurance, 401(k), and more!

 A role in Customer Service is a great way to get started with RTX. In this role you'll be working over the telephone and via electronic communications with our guests and owners to establish a positive rapport and provide an excellent reservation experience. In addition to reservations customer service representatives ensure that during their interactions our customers feel valued and that their needs are met and that any questions/problems are resolved efficiently and appropriately.

 

This position is vital to our operations and serves as the foundation for providing the best hospitality RTX can offer.

POSITION SUMMARY
Customer Service Representatives will answer incoming calls from all customers; make reservations, answer questions, handle complaints, troubleshoot problems, and provide all necessary travel, product, and service information; handle customer inquiries both via phone and electronically (email); provide follow-up calls to customers when necessary; and document all call information according to company policies & procedures.

ESSENTIAL FUNCTIONS AND ACCOMMODATIONS
Resort Travel & Xchange will make all reasonable accommodations to qualified employees and/or applicants. Duties may vary under the direction of the reporting supervisor and are subject to change at any time with or without prior notice at the discretion of the Company.

• Answer calls within 5 seconds and respond to emails within 24 hours if off, or during scheduled shift if clocked-in.


• Respond to customer inquiries at all levels with professionalism and exemplary customer service.


• Provide up-to-date information about all products and services offered.


• Assist customers with making reservations, purchasing tickets, booking car rentals, etc.


• Ability to upsell reservations, tickets, care rentals, etc. to maximize revenue.


• Collect and process payments via Payment System and review with customer based on company SOP.


• Handle customer’s complaints & offer incentives in order to maintain business.


• Meet or exceed goals set by department managers on a weekly/monthly basis.


• Work in conjunction with Arrivals, SPI, and all Inbound & Outbound departments.


• Conduct outbound calls, when an outbound campaign is assigned. Includes registrations, balance dues, and/or activating.


• Ensure all data in both portals (SPI/CBS) correctly mirror identical information.


• Notate customers’ accounts thoroughly on content discussed on a given call.


• Lock-in reservations and verify information on-file to email reservation confirmation.

This job description in no way states or implies that these are the only duties to be performed by the Customer Service Representative. The employee is expected to perform other duties necessary for the effective operation of the department

POSITION QUALIFICATIONS

• HSD or GED.


• 18 years of age or older.


• Must speak fluent English.


• Previous customer service preferred, but not required.


• Proficient in relevant computer applications.

SKILLS & ABILITIES

• Strong verbal communication skills


• Organizational skills


• Team work


• Ability to remain calm in high-pressure situations


• Strong data entry and typing skills


• Attention to detail & ability to multitask


• Adaptability


• Ability to connect with people quickly and engage them over the phone to want to purchase/reserve 

RTX'S CORE COMPETENCIES  

• Accuracy - Ability to perform work accurately and thoroughly.


• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.


• Competitiveness - Willingness to strive to get ahead or to finish projects.


• Detail Oriented - Ability to pay attention to the minute details of a project or task.


• Oral Communication - Ability to communicate effectively with others using the spoken word.


• Persuasiveness - Ability to influence others to change position or to adopt a specific point of view.


• Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.

PHYSICAL REQUIREMENTS

N (Not Applicable)	Activity is not applicable to this occupation.
O (Occasionally)	Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
F (Frequently)	Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
C (Constantly)	Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Physical Demands	Lift/Carry
Stand O Walk O Sit C Handling / Fingering F Reach Outward O Reach Above Shoulder O Climb N Crawl N Squat or Kneel N Bend O	10 lbs or less O 11-20 lbs N 21-50 lbs N 51-100 lbs N Over 100 lbs N
Push/Pull
12 lbs or less O 13-25 lbs N 26-40 lbs N 41-100 lbs N

WORK ENVIRONMENT 
Well lighted office environment, ventilated. The work is generally performed at a desk. Use of phone and computer equipment is constant. May have high level of noise distractions due to agents taking calls, music, bells ringing, etc.

Apply Now