The purpose of this position is to answer all incoming calls, determine the nature of the callers' business needs, and route them to the appropriate persons or areas professionally and graciously. Must be able to communicate with the public and employees at all levels of the organization using tact and poise. Efficient skills in multi-tasking and prioritizing duties.
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
1. Call Center:
a. Respond to, and whenever possible, resolve customer questions and complaints promptly and in a manner that reflects the Mission, Vision, and Spirit of the USSRC in a timely, courteous, and efficient manner.
b. Promote courteous customer service; closely monitor and ensure that customer hold time and abandonment rate is kept in an acceptable range and as needed answer 800-line promptly to always ensure excellent customer care.
c. Ensure that all reservations received by email or online as well as all adjustment forms for cancellations, refunds, transfers, add-ons, decamped bookings for individual trainees, etc., are processed in an expedient manner.
d. Ensure that all trainees confirmations and information is emailed and/or mailed in a timely manner.
e. Meet or exceed the expectation of the Assistant Director of Sales/Sales Center Manager for the timely and accurate completion of related tasks and assignments.
2. Other Sales duties:
a. Coordinates with Groups Sales Coordinators on clients who need updates and completion on registration, forms, and payments of their groups.
b. Monitors and proactively monitors Individual camper's missing health form, scuba forms, and transportation forms.
c. Ensure that missing forms are completed, missing fees collected and entered into the computer and forwarded to Camp operations in timely manner that meets deadlines.
d. Responds to customers on the sales lead list utilizing electronic and traditional means of providing information about the Center and its programs.
e. Meet or exceed the expectations of the Sales Manager, Assistant Director of Sales, and Director of Sales for the accurate and timely completion of related tasks and assignments.
The above duties reflect the general responsibilities necessary to describe the principal work functions of the job and shall not be considered as a detailed description of all work requirements that may be in the position.
Supervisory Responsibilities Yes
Required Education and Experience
Education: Minimum high school diploma or equivalent (GED).
Experience: Minimum of 2 years of customer service experience. Must be able to handle a high stress environment with a consistently pleasant attitude.
Computer Experience: Knowledge of standard PC computers and Windows based operating systems; including Microsoft Office, calendar scheduling, internet research, and other required software applications on personal computer.
Preferred Education and Experience
Some college education or degree preferred.
Work Environment/Physical Demands Summary
This position has the following special requirements:
• Walking and climbing (stairs) to access other departments, buildings, and to travel.
• Sitting for long periods of time (4-6 hours) developing proposals, corresponding with donors, and handling other documents.
• Standing for short periods of time (2-4 hours) conducting presentations to potential donors, agencies, individuals, and officials.
• Carrying and lifting supplies and equipment up to 30lbs waist high.
• Bending, kneeling, and reaching to experience all areas of the USSRC and to conduct tours.
• Sight, reading, wrist movement, and feeling to operate computer terminal, handle documents, operate automobile for travel, and interact with donors.
• Talking and Hearing to communicate with supervisors, co-workers, and donors in person and over the telephone.
This position involves working in a climate-controlled office environment. This position deals extensively with individuals and organizations on behalf of the USSRC and the Foundation. This position deals with employees who interact with assigned area of responsibility.
Travel Required? No
Affirmative Action/EEO statement
The U.S. Space & Rocket Center is an equal opportunity employer. As such, we offer equal employment opportunities without regard to race, color, gender, religion, age, nationality, social or ethnic origin, sexual orientation, gender identity or expression, marital status, pregnancy, disability, veteran, or any other characteristic protected by law.
This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees may be required to perform other related duties as assigned, to ensure workload coverage. Employees are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)