Posted: Thursday, January 4, 2018 6:15 AM
Job Description Panama City Beach, FL Company SummaryBookIt.com® is an online travel Agency that focuses on Guest Elation. The BookIt.com® Team is comprised of positive, innovated individuals who have a strong desire to succeed. Set in a professional business environment, we provide a platform where you will learn, grow and meet your full potential. We are focused on supporting our Guests, respecting others and using team work to accomplish our goals. Job DescriptionWe are looking for a Operations Support Analyst to join our team! Provides One Interaction Resolution and delivers Guest Elation on Inbound and Outbound Interactions. Interacts with 3rd party partners and members of other departments to achieve our goal of Guest Elation. Conducts research and provides resolution to all inquiries related to Operations Support tasks. Assist Guests with new bookings and supports current sales and marketing initiatives, as well as supports and attains individual, departmental, and company goals. An Operations Support Analyst will provide professional Guest Service and Service Recovery, as well as deliver Elation both internally and externally. Call Center Experience is Preferred Interactions will be in any or all of the following methods: Inbound/Outbound calls, email, fax, system queues, various reports, social media, escalated complaints, management requests, property partners, other 3rd party partners. Professionally represents BookIt.com® by assisting Guests, Potential Guests, partners, and various departments on inbound and outbound interactions. Provide professional Guest/Partner support and service recovery, as well as deliver elation both internally and externally. Responds to Requests and provides Guests with product and service information. Provides Service recovery, identifies, researches, and resolves Guest issues. Assists Guests with New Bookings. Supports Sales and Marketing Initiatives and attains individual, departmental, and company goals. Duties include, but are not limited to assisting with the following Guest issues: New Bookings Incremental Sales Confirm Bookings Activities Sales & Service Member Lounge Questions Offering additional products and services Reaching out to Property Partners, Airlines, BookIt.com® Business Units, and Third Party contacts to deliver Guest Elation while effectively and efficiently resolving Guest Issues. Assisting Guest with the following issues: In House Issues Relocations Cancelations Modifications Re-booking Flight Issues Payment Issues Assist with Live Chat Interactions Property Questions Duties include, but are not limited to assisting with the following: Obtaining confirmation numbers via fax, phone, or email. Payment processing including charging, refunding and researching all payments. Processing cancelations Monitor and respond to incoming Guest email inquiries Processing and researching flight related issues. Reaching out to Guests, property partners, airlines, BookIt.com business units, and third party contacts to deliver Guest elation while effectively and efficiently resolving Guest issues. Relocating Guests Resolving escalated Guest issues Complete booking modifications Researching and processing flight related issues Monitor and respond to incoming Guest email inquiries Research potential system issues Develop and complete departmental reporting Resolving complex and escalated Guest issues including BBB complaints and complaint letters Monitor and respond to social media comments Conduct appropriate follow up of issues – this includes both Guest issues and system related issues Confirmations and cancellations of rental car Work with HD/IT to ensure proper system issue resolution Provide OJT to peers for cross training purpose Ensure online procedural documentation is accurate Other Duties as assigned by the Operations Support Leadership Team Benefits: Employer Paid Health Insurance Prescription Drug Coverage 6 Paid Holidays Paid Time Off Dental and Vision Coverage Company paid Life Insurance Voluntary Life, Short-term and Long-term Disability Insurance Flexible Spending Account Employee Assistance Program 401k – Eligible after 6 months. There is no vesting period. BookIt.com® will match 100% of employee deferral up to 3.00% of pay, plus 50.00% match of deferral over 3.00% of pay up to 5.00% of pay. BookIt.com is an equal opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, veteran status, or any other characteristic protected by law. Company Description BookIt.com is an online travel Agency that focuses on Guest Elation. BookIt.com provides a positive work environment for you to learn, grow and meet your fullest potential. We are serious about Guest Support, respecting others and working as a team to accomplish our goals. If these values appeal to you, then we may have a place for you in our team. BookIt.com prides itself in its high employee retention rate - and it shows. Many of our team members have been with the company since the beginning and many more have joined us in our vision of creating the best online travel company. BookIt.com® offers competitive salaries and excellent career growth.
• Location: Panama City, Panama City Beach
• Post ID: 13307627 panamacity