Customer Service & Group Specialist

Since 1989, Zoar Outdoor has offered the best in New England white water rafting trips, paddlesport instruction, zip line canopy tours and kayak rentals for adventurers of all abilities, from beginners to experts.

We strive to create experiences that enhance the lives of our guests, our staff, and our community by exposing people from a variety of backgrounds to the best human-powered outdoor adventures available.

Responsibilities and Duties:

• Answer phones and take reservations for customers based on their various requests and our booking requirements.
• Process payments and send confirmation details to customers.
• Coordinate with management for any issues that may arise with reservations.
• Respond to customers promptly in a professional manor stemming from our core values
• Answer any questions customers might have about the reservation process.
• Up-sell, when appropriate, by informing customers of additional services or special packages
• Provide support to customers who may need to amend or cancel a reservation
• Review and respond to emails and phone messages in a timely fashion.
• Document and record conversations with customers in our booking system.
• Serve as the point person for groups, answer questions and satisfy accommodation requests as best as possible to ensure the happiness of all members.
• Manage reservation quotes/holds payment schedules, trip itineraries, and respond to billing inquiries
• Consistently Communicate the status of group reservations to the supervisor. Document detailed information on each group as well as build continuing rapport with returning groups.
• Monitor group reservation receivables and follow up on overdue balances to make sure they are collected in a timely fashion.
• Coordinate with the various departments to make sure important logistical information regarding group activities is coordinated and communicated accurately.
• Handle end-of-season tasks including outreach to schools, camps and large client groups.
• Respond to inquiries/emails
• Assist in opening and/or closing of the facility at the beginning and/or ending of each day as needed
• Act as office supervisor when Office Administrator unavailable or not onsite.

Requirements:

• Ability to relate well to the public, in person and on the telephone.
• Dependable, well-organized, friendly, and professional.
• Able to work effectively with multiple supervisors.
  • Daily collaboration and communication with other managers and staff
  • Supporting the Office Administrator and other staff with daily needs
• Able to balance and prioritize multiple requests.
• Willingness to flex and assist with other departments and tasks as needed.
• Effective office (clerical / secretarial), time management, and organizational skills.
• Very familiar with Google Drive, Google Sheets, Google Docs, Microsoft Word and Excel.
• Comfortability with sales techniques: cold calling schools, camps and organizations

• 
  Customer Service Experience: -Show leadership in the office in partnership with the Office Administrator

• Demonstrate the three P's and lead by example: Positive, Professional and Playful
• Exhibit pride & responsibility by showing exceptional customer service towards our guests

• Must be 18 year of age