The Group Reconciliation Coordinator is responsible for servicing the Dream Vacations and CruiseOne members for the B2B Division of World Travel Holdings, with all group-related requests and inquiries.
Responsibilities
Review and reconcile all groups to match (ALIGN WITH) the internal reservation system with cruise lines and land suppliers group reports.
Notify agents of any necessary corrections via detailed email communication to ensure accurate reconciliation and balance of group bookings.
Maintain precise records of all group-related activities.
Provide exceptional service to agents by professionally responding to inbound communications via email and phone calls.
Diligently assist agents with group-related issues, including but not limited to systems, procedures, product, promotions, customer service, and general troubleshooting.
Serve as the first-tier technical assistant for agents, collaborating with technical support to resolve any group-related technical issues.
Follow up on agent inquiries within 24 hours via phone or email.
Collaborate with peers to effectively manage workload, ensuring tasks are completed accurately and in a timely manner.
Assist with all Group Registration Website inquiries and issues, including assistance with site customization and utilization.
Maintain up-to-date production knowledge through online courses, vendor-supplied e-learning, and other resources.
Assist agents/peers with any tasks as needed.
Assist Support Services with group booking administration if necessary.
Generate and distribute accurate and concise reports to management and agent teams as required.
Conduct training sessions and participate in or lead special projects as needed.
Update the Business Center (BC) with pertinent group information.
Perform various other duties as assigned.
Qualifications
High School diploma or GED equivalent with 2+ years of customer service experience in a high call volume, fast paced environment
Excellent written and verbal communication skills
Charisma to provide exceptional customer service.
Proficient in Microsoft Word, Excel, and Power Point
Ability to access and enter information using an automated system both quickly and accurately.
Aptitude to speak with customers while navigating and taking action on various computer systems.
Ability to work independently, maintain a high level of accuracy and strong attention to detail.
Must be able to concentrate and sit for extended periods of time.
Must work well in challenging environments and be able to meet deadlines.
Flexible to work any schedule within these hours of operation: Monday-Friday from 9am-10pm EST and some Saturday’s if needed.
