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Company: Welk Resorts Truckee
Location: Truckee
Posted on: January 13, 2022

Job Description:


By adhering to Welk Resort's I-Serve service standards, the dispatch agent will receive and respond to all incoming guest/customer and association requests by phone, radio or email and maintain the Engineering and Housekeeping daily logs. This position will also be responsible for reviewing dispatch reports to look for trends and areas with opportunity for improvement relating to processes and procedures.
Essential Duties and Responsibilities (other duties may be assigned):

Resort Wide:

--- Consistently follow the Welk i-Serve standards.

--- Follow all company and department policies and procedures.

--- Successfully complete training program(s).

--- Adhere to attendance policy and report to workstation at scheduled start time.

--- Attend safety meetings, keep the workplace in safe condition, and work in a safe


--- Propose ideas or find ways to improve services, systems, and/or procedures.

Department Job Tasks and Responsibilities:

--- Handle inbound/outbound calls professionally per department standards.

--- Complete reservations per resort policies using correct coding.

--- Knowledge of customer service principles and practices.

--- Respond timely to customer inquiries.

--- Research required information using available resources.

--- Handle and resolve customer complaints.

--- Provide customers with resort, product, and service information.

--- Identify and escalate priority issues.

--- Communicate and route calls to appropriate resources.

--- Follow up customer calls/inquiries when necessary, in a timely manner.

--- Multi task and have strong organizational skills.

--- Complete call logs.

--- Produce call reports.

--- Contact guests, owners, exchangers by phone, email or fax.

--- Follow up on initial contacts when necessary.

--- Deliver prepared scripts to persuade owners to purchase a product or service.

--- Data entry and maintenance of resort data bases; including retrieving, updating and inputting guest information.

--- Maintain records of telephonic interactions and accounts.

--- Identify guest/owner/exchanger needs based on their history, requests and comments. --- Engage responsive listening to ensure guest satisfaction.

--- Perform all duties listed on the daily schedule. Let the department manager or supervisor know immediately of any items on the schedule that will not be completed during the shift.

--- Read and comprehend all department memos and standard operating procedures.

--- Perform other tasks and projects as assigned by management staff.

--- Attend all department meetings.

Key Competencies:

--- Customer service skills

--- Verbal and written communication skills

--- Listening skills

--- Problem analysis

--- Problem solving

--- Multi-tasking skills

--- Organizational skills

--- Attention to detail

--- Initiative

--- Judgment

--- Adaptability

--- Reliability

--- Team work

--- Stress tolerance

--- Flexibility

--- Persuasiveness

--- Tenaciousness

--- Negotiation skills

--- Work under pressure

--- High energy level

--- Planning skills

--- Work ethic

--- Respect for self, others and property

--- Trustworthy

--- Positivity

Education and Experience:

--- One year certificate from college or technical school; or three to six months

related customer service experience and/or training ; or equivalent combination of education and experience.

--- Proficient in Microsoft applications

--- Knowledge of customer service principles and practices

--- Knowledge of call center telephone systems and technology

--- Good data entry/keyboard skills

--- Knowledge of administration and clerical processes

--- Relevant product knowledge (not required)

Welk Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

Keywords: Welk Resorts Truckee, Reno , Dispatcher, Professions , Truckee, Nevada

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