Silver Dollar City - Marketing Agent I, Contact Center (Remote, Year-Round)

Summary: As a remote, year-round Reservation Center Agent, you'll answer customer calls and provide guests with information about Silver Dollar City's family of attractions, as well as other Herschend Family Entertainment properties across the United States. This position offers the flexibility to work in-office, hybrid, or fully remote, depending on business needs and eligibility requirements. Agents are responsible for selling daily and multi-day tickets, as well as multiple season pass options. In addition, agents assist guests with navigating e-commerce processes and park apps. With training, agents are expected to support a minimum of four Herschend Family Entertainment properties and communicate effectively through both phone interactions and written communication channels.

Our agents deliver these services with goal of “Creating Memories Worth Repeating and Bringing Families Closer Together.” 

Silver Dollar City's Reservation Center operates 7 days a week starting at 8:00 am and as late as 7:00 pm CST. Flexible availability is required to be considered for this position.

This position is year-round with the flexibility to work in office, remote, or hybrid .

Must be at least 18 years of age.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

 Essential Duties and Responsibilities include the following, though other duties may be assigned:

• Provide friendly sales and service via phone, chat, email, and social media as assigned.
• Clearly describe and efficiently sell all available ticket types and promotions for HFE attractions using multiple software platforms for ticket sales and customer communication channels.
• Continuously use approved cross-selling techniques so that customers are aware of all HFE attractions and add-on products and services.
• Work flexible schedules that meet the needs of our business to include weekends and evenings.
• Assist with projects and possible off-assistance at ticket booth or off-site locations.
• Manage post-sale service issues while remaining calm and following escalation procedures.
• Maintain a high level of friendliness, energy, enthusiasm and respect with each call and written communication with the goal of creating a positive first impression of our brand and/or creating anticipation to visit.
• Speak clearly, kindly, and persuasively and utilize suggested scripts and positive phrasing.
• Observe safety and security procedures while in the office and on HFE properties.
• Ensure proper handling of customer credit card information in compliance with Property Procedures and Purchasing Card Industry (PCI) standards. 
• Be receptive to daily coaching and feedback designed to ensure agents are efficient with handling calls and providing accurate information in a friendly, service-oriented tone.

Education and Experience:

• Prefer 2 to 3 years of proven sales and service experience in a contact center, reservations office, or related position within the hospitality industry.
• Proficient typing skills of 30 wpm. Typing test required.
• Demonstrated capability to operate multiple sales/POS systems in a fast-paced environment while remaining friendly and service oriented.
• Demonstrated capability to comprehend and communicate multiple product requirements and procedures with a high rate of retention.
• Acceptable writing skills required to utilize chat, email, or another social channel.

Physical Requirements:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Occasionally will be required to stand and walk, lifting, carrying, pushing, pulling (max wt. 30#, avg wt. 10#).
• Frequently required to sit.
• Continuously required to use fine motor skills such as writing, gripping and gripping with wrist motion.

• The ability to remember locations, understand and carry out instructions.

Benefits Offered

• Free Admission - Free admission to Silver Dollar City Attractions and discounted admissions to Herschend Enterprises' attractions and resorts across the US for you and your dependents.