Job description
The CTO agent is responsible for booking and modifying customer travel, addressing customer questions, solving unanticipated travel-related issues, offering support for web, partner airlines and other booking channels, and providing information about Cape Air. The position entails primarily assisting customers over the phone, but also includes serving occasional walk-in clientele. Excellent customer service skills and the ability to perform assigned duties in a professional and courteous manner are required.
PRIMARY RESPONSIBILITIES:
- Possess the ability to work independently, remotely, and as a member of our larger call center team
- Continuously and efficiently respond to customer’s telephone calls managing customer travel and solving travel-related issues
- Continue to gain knowledge to supplement initial training through real-time, on the job experiences
- Use available resources to provide callers information about our services and support customers’ needs which may involve knowledge about other areas of the company
- Utilize computer technology to create and manage customer travel on Cape Air and our partner airlines
- Engage in conversation with customers while seeking out information (i.e. multi-task)
- Resolve general customer service concerns
- Engage in active listening and effective communication
- Greet in-person customers with professionalism and courteousness
- Maintain professional appearance and cleanliness of office by performing regular light housekeeping duties
- Demonstrate the values of our company mission: kindness, teamwork, respect, and the spirit of our company mantra: MOCHA HAGoTDI!
- Additional duties as assigned
QUALIFICATIONS:
- Previous customer service experience
- Ability to type 25 words per minute
- Ability to use Windows based computer software
- Ability to learn and adapt to new and changing computer technology
- Ability to send and receive email correspondence
- Flexibility of schedule and ability to work days, evenings, weekends, and some holidays
- Business casual dress
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