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For your reference, we have included the original job posting below.
Contact Center Concierge-Las Vegas
Job Number:
44169901
Company Name:
Expedia
Job Location:
Las Vegas, NV US
Job Category:
Media & Communication
Contact Center Concierge-Las Vegas
Contact Center Concierge-Las Vegas
Job ID #: 19564 Company: Expedia Local Expert Location: USA - NV - Las Vegas Functional Area: Sales Employment Type: Full-Time Regular Education Required: High School Diploma Experience Required: 1-2 Years Relocation Provided: No
Position Description Position Overview: The Contact Center Concierge is responsible for contacting guests via phone, assessing guest needs and selling attractions and activity tickets that ensure a memorable vacation experience. Qualified candidates bring previous outbound phone sales experience and high-touch customer service phone skills to the team. The Contact Center Concierge is expert on the local area, attractions and tours and activities that we sell. As a member of the team they uphold the Expedia Local ExpertT promise to "delight every guest by sharing my passion and local knowledge to arrange memorable experiences".
Responsibilities: Provide each guest with a professional and courteous phone greeting and outstanding guest service Demonstrate the ability to balance guest service with sales results Build rapport with the guest and assist guest in selecting the product that matches their needs. Needs are assessed via the discovery process (i.e. asking questions) Meet or exceed established sales targets in a commissioned environment Demonstrate the ability to generate sales and up sell product by "painting the picture" and planning out the guest's stay to maximize the their experience Take responsibility for solving guest issues in a timely fashion with satisfaction and a sense of urgency. Follow up on issues to ensure that they are resolved Use sales tools to invoke a sense of urgency to get the guest to commit; closes and books the sale and gets guest to make payment Provide a thorough, detailed recap of the purchase along with properly thanking the guest for their business
Qualifications: Exceptional phone demeanor and guest service skills Ability to adapt to and support change within the business Ability to overcome objections and offer alternate solutions Knowledge of the local area and attractions Excellent written and verbal communication skills a must (fluent English required, bilingual a plus) Strong listening skills to be able to identify customer needs Self motivated with the ability to work independently in a sales driven environment Proven ability to juggle multiple duties and prioritize Able to work flexible hours (available for all shifts including late afternoon and evening) Computer literate. Should have basic Excel skills Knowledge of travel and/or ticket industry and concierge experience a plus
Work Experience and Education Guidelines: 2+ years of sales experience in a performance driven environment Previous phone sales experience a must. Prefer outbound calling experience
Core Competencies: Customer Focus Initiative Productivity Results Focus Communication
About Expedia, Inc. Expedia, Inc. is the world's leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. Expedia, Inc. also provides in-destination concierge service and activity desks for travelers. The Expedia, Inc. portfolio of brands includes: ®, ®, Hotwire®, EgenciaT, TripAdvisor®, Expedia Local ExpertT, Classic Vacations® and eLongT. Expedia, Inc.'s companies operate more than 50 global points of sale with sites in North America, South America, Latin America, Europe, Middle East, Africa and Asia Pacific. Expedia, Inc. is a component of the S&P 500 index. For more information, visit (NASDAQ: EXPE).
Expedia, an equal opportunity employer, offers an exciting opportunity for qualified career-motivated professionals. We provide competitive compensation and the chance to work with talented people in a winning, successful, and pleasant environment.
***This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization. ***
