POSITION OBJECTIVE Reservation Call Center agents are outgoing, self-motivated, organized, detail-oriented, quick learners, and have a positive attitude. They assist our guests with planning their entire visit by promoting all PGA National Resort offerings. Answering guest inquiries regarding various resort amenities-guest rooms, dining, spa services. Additionally, the Agents have the opportunity to participate in a lucrative incentive plan. ESSENTIAL JOB FUNCTIONS • Answering incoming phone calls and assisting guests with any inquiries regarding resort, spa, and tee time offerings. • Complete initial and ongoing training programs required. • Providing information about local features, such as shopping, dining, nightlife, and recreational destinations. • Apply professional sales techniques using approved conversation flow guidelines. • Maintaining current knowledge of all resort and spa offerings and hours of operation. • Upsell resort rooms and spa services • Coordinate with other departments to ensure a “Championship Experience” for all guests. • Maintain data entry accuracy and attention to detail with systems. • Ability to progress through various training levels. • Meet department and individual metrics (such as revenue, conversion, and quality standards). • Ability to handle escalated or complex calls, while striving for the highest level of customer service. • Knowledge of Microsoft Outlook, SynXis, Revinate, VERSA Agilisys, Book4Time, and Canary is helpful. • A flexible schedule may be required to include weekends, holidays, and various shifts. EDUCATION/EXPERIENCE • High school diploma or equivalent required. • Hospitality or call center experience in a fast-paced, high-volume, service environment. • Strong customer service experience required. • Candidate must have the ability to speak, read, and write English fluently; bilingual is a plus. OTHER ABILITIES • Excellent verbal communication skills. • Ability to communicate and work well with fellow employees. • Excellent organization skills and time management skills are required. • Ability to manage multiple tasks effectively. • Ability to apply common sense understanding to carry out detailed written or oral instructions respectfully. • Ability to deal with problems involving a few concrete variables in standardized situations. • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. • Ability to communicate and work well with fellow employees and other departments. • Maintain a presentable appearance, behavior, and manner at all times. PHYSICAL DEMANDS • While performing the duties of this job, the employee will be sitting for extended periods of time answering and sending emails and calls. • May regularly stand, walk, and talk. • The employee is frequently required to use hands to grab, move, lift, or feel objects, and use telephone and copier machine