FULL TIME YEAR ROUND 

As a RESERVATIONS PIC, you’ll answer phone calls and provide guests with information about Silver Dollar City’s family of attractions, as well as other Herschend Family Entertainment properties across the United States. You may even help a family make their dream vacation to Herschend’s attractions in New Jersey, Kentucky or Georgia a reality. You will enter a variety of data into our computer system, so good computer skills are essential. Excellent phone etiquette is also a must-have.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, though other duties may be assigned:

• Model and practice the core values of Servant Leadership when coaching agents on subjects and tasks that affect guest programs, individual performance, and teamwork.

• Utilize the principles of Great Place to Work (GP6) to foster a work environment that encourages our employees to exceed guest expectations.

• Review agent work schedules on a daily basis and inform lead of any absences, tardiness, and need to add or reduce schedule due to current business conditions such as inclement weather or high attendance or program deadlines.

• Provide Overview 6, BOS, Acquire, Sprout, Intranet, Mobile App, and related technical software platforms training to PIC’s and agents in both a group and non-group setting that meets PCI compliance standards.

• Provide immediate communication to agents and internal team members regarding sales program changes and cross-selling objectives.

• Utilize company recognition programs and develop equitable department programs to provide timely appreciation to agents for sales and service efforts and results in the spirit of celebrating both individual and team results.

• Provide interim and annual performance reviews to assigned agents using call center and sales metrics, surveys, guest and leadership reports, and documented coaching.

• Assist with answering guest calls, guest emails, outbound flex calls, and social media inquiries and completing other marketing or operations projects as assigned.

• Provide agents assistance with handling and resolving guest issues or order adjustments requiring supervisor approvals or involvement from other departments.

• Provide back-up leadership support to the Call Center Lead in their absence.

QUALIFICATIONS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

BENEFITS OFFERED

• Free admission to Herschend Family Entertainment theme parks and water parks
• Complimentary Silver Dollar City Attractions tickets to share with your favorite people
• Access to a low-cost health clinic, which features a full-service doctor’s office
• Free or reduced admission to many local shows and attractions, plus other local discounts
• Discounts on food, merchandise and lodging at Herschend Family Entertainment properties
• Eligible full-time employees also receive health insurance, profit sharing and 401(k)

Equal Opportunity Employer/ Disabled/ Veterans

Required Skills

REQUIRED SKILLS

• 1 - 2 years of experience in HFE call center, box office, or front gate setting.
• Proven ability to manage multiple tasks and provide quality service to customers and team.
• Proficient user of Microsoft Word, Excel, Microsoft Outlook, Social Media, and demonstrates aptitude to learn additional computer and web based applications.
• Proven attention-to-detail in a multi-task environment.
• Proficient and proven writing skills required for customer service, chat, and procedural communication.
• Available to work any day or shift assigned to include evenings and weekends.
• Ability to speak and hear clearly.
• Continuous hand and wrist movement.
• Ability to lift, move and carry 5 to 25 pounds properly.
• Sedentary for 8 hours.
• Ability to read a terminal monitor continuously throughout the day.

Required Experience

REQUIRED EXPERIENCE:

• Must be at least 18 years of age
• High School Diploma or GED.

REQUIRED SKILLS

• 1 - 2 years of experience in HFE call center, box office, or front gate setting.
• Proven ability to manage multiple tasks and provide quality service to customers and team.
• Proficient user of Microsoft Word, Excel, Microsoft Outlook, Social Media, and demonstrates aptitude to learn additional computer and web based applications.
• Proven attention-to-detail in a multi-task environment.
• Proficient and proven writing skills required for customer service, chat, and procedural communication.
• Available to work any day or shift assigned to include evenings and weekends.
• Ability to speak and hear clearly.
• Continuous hand and wrist movement.
• Ability to lift, move and carry 5 to 25 pounds properly.
• Sedentary for 8 hours.
• Ability to read a terminal monitor continuously throughout the day.