Call Center/Reservationist

POSITION SUMMARY

The Call Center/Reservationist is responsible for assisting guests with the planning process for their visit by promoting all Kripalu offerings through phone and online requests. This role answers guest inquiries regarding various amenities, maintains knowledge of program offerings, and helps coordinate all aspects of the guest’s stay from program enrollment, overnight accommodations, Healing Arts spa services, R&R and other activities.  

ACCOUNTABILITIES

• Provides exceptional customer service by providing guests with in-depth knowledge of Kripalu programs, facilities, programs and Healing Arts services.
• Proactively engages callers and determine their needs and desires and make suggestions for potential Kripalu programs and offerings to best meet to caller’s interests.
• Guides potential guests towards programming and offerings that would meet their needs based on inquiry calls through closing techniques.   Work towards maximizing rate of inquiries to sales.
• Accurately records guest information in the ResortSuite hospitality computer system. 
• Successfully cross-sells additional, appropriate Kripalu offerings to the caller.
• Understands the overall picture regarding housing and conducts conversations with callers leading to optimal use of available housing stock.
• Answers phones in a polite and knowledgeable manner, answering caller’s questions fully and clearly.
• Provides follow up with guests and potential guests as needed.
• Assists with other registrations and housing requests as assigned.

CORE COMPETENCIES

• Demonstrates commitment to valuing equity, diversity and contributing to an inclusive environment.
• Possesses strong core ethics, integrity, and values consistent with Kripalu’s organizational principles.
• Defaults to a collaborative style with colleagues, this is an expected behavior in our work culture.
• Builds effective relationships, identifies internal and external customer expectations, sees issues from their point of view; offers practical, mutually beneficial recommendations, solutions, and ideas.
• Willingness and ability to be agile in work, supporting across own department as well as across the organization as needed.
• Actively cultivates a sense of fun, joy and optimism in yourself, your team and with your peers. This is a key aspect of your role at Kripalu.
• Demonstrates the knowledge and abilities necessary to perform required job elements to established standards, remaining current regarding development and trends in areas of expertise.
• Embraces experiences as learning opportunities.
• Accepts responsibility for personal and professional learning and growth.
• Models the values of Kripalu including service, presence, inquiry, compassion, practice, and integrity.

ESSENTIAL SKILLS AND EXPERIENCE

• High School diploma or equivalent.
• 1-2 years customer service/sales experience.
• Knowledge about Kripalu and the surrounding area.
• Experience with phone service.
• Strong customer service skills.
• Professional & reliable.
• Proficient with Microsoft office, specifically Outlook, Excel and Word.
• Ability to learn new computer software applications.
• Must be available to work evenings, weekends and some holidays.

 BENEFITS (Start Day One of Employment)  

• Health Insurance
• Dental Insurance
• Vacation, Sick, & Personal Time, Paid Holidays
• Vision
• 403b Retirement Plan
• Flexible Spending and Dependent Care Accounts
• Company Paid Short- and Long-Term Disability
• Company Paid $50,000 Life Insurance Policy
• Free Meals in the Kripalu Dining Hall 
• Discounted Purchases in the Kripalu Shop and for Healing Arts Services
• Yoga Classes, and the opportunity to participate in Kripalu Programs