SEASONAL DOD RESERVATION CENTER AGENT I -FLEX

Jacksonville, Florida

Employer: Navy Exchange Service Command
Industry: 
Salary: Competitive
Job type: Seasonal
SEASONAL JOB TEMPORARY STATUS END DATE - SEPTEMBER 07, 2024

(NIGHTS & WEEKEND SHIFTS)

Job Summary: Supports the operation of a full-service contact call center responsible for assisting the Navy Lodge and other DoD Non-appropriated Fund Instrumentalities NAF eligible patrons with securing lodging accommodations world-wide within a network of multiple DoD agencies.

Duties and Responsibilities:

  • Provides support to worldwide travel accommodations related to Navy Lodges and other DoD agencies providing lodging accommodations world-wide.
  • Responds to inquiries and assists customers via phone email fax and other Social Media outlets and maintains appropriate documentation while adhering to PII and PCI requirements.
  • Ensures patrons seeking lodging accommodations are authorized and proceeds with reservations according to call center protocol and DoD requirements.
  • Utilizes an automated system to make reservations for authorized patrons for worldwide travel.
  • Provides information on facilities such as location rates regulations types of accommodations and services available within the inventory of available rooms.
  • Reviews patrons eligibility status classification to determine privilege to make reservations meet the prescribed authorized reservation parameters.
  • Confirms reservation per patrons request.
  • Reviews with prospective guests required data regarding eligibility status classification to ensure accuracy prior to finalizing input to the database.
  • Answers questions and resolves problems relation to guests reservations accommodations and or travel.
  • Analyzes and resolves problems and or issues and refers extraordinary issues to immediate supervisor.
  • Ensures inquiries and complaints are expeditiously handled in a courteous and forthright manner and refers inquiries to the next level of support when unable to address or resolve.
  • Communicates in a professional manner with clarity using good verbal and written communication skills at all times.
  • Handles customer inquiries and complaints with tact and professionalism.
  • Coordinate efforts with respective DoD lodging facility agency front desk representative or management staff to address patron inquiries and or resolve issues.
  • Inputs statistical data and reviews and ensures accuracy.
  • Handles referral of group reservations for special functions such as meetings reservist groups reunions conventions etc. and secure reservations to the applicable DoD lodging agency as appropriate.
  • Utilizes time efficiently to maximize optimum performance and success to maintain call stats within in an acceptable level.
  • Provides friendly professional and personalized service at all times.
  • Adapts to change working in a 24 7 environment requiring flexibility to meet unexpected demands. Works as part of a highly motivated customer service team welcoming feedback while contributing to building team spirit. Assist other team members as needed.
  • Works under the general supervisor of designated supervisor who makes assignments.
  • Work is performed independently within the framework of established policies and procedures. Refers unusual problems to supervisor for resolution assistance and guidance.
  • Work is reviewed in terms of efficiency accuracy conformation with instructions and patron s satisfaction.
  • Performs other related duties as assigned


EXPERIENCE

  • One year of general office clerical experience that demonstrated the ability to perform the duties of the position.
  • SUBSTITUTION OF EDUCATION FOR EXPERIENCE Study completed in a college or university above the high school level may be substituted on the basis of one half academic year 15 credits of study for 6 months of experience.
  • Preferred ability to type 25wpm.
Created: 2024-05-25
Reference: 240000YQ
Country: United States
State: Florida
City: Jacksonville
ZIP: 32224

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