Title: DOD RESERVATION CENTER AGENT I -(RFT w/Benefits) Location: United States-Florida-Jacksonville Job Number: 220001T3 Job Summary: Supports the operation of a fullservice contact call center responsible for assisting the Navy Lodge and other DoD Nonappropriated Fund Instrumentalities NAF eligible patrons with securing lodging accommodations worldwide within a network of multiple DoD agencies. Duties and Responsibilities: Provides support to worldwide travel accommodations related to Navy Lodges and other DoD agencies providing lodging accommodations worldwide. Responds to inquiries and assists customers via phone email fax and other Social Media outlets and maintains appropriate documentation while adhering to PII and PCI requirements. Ensures patrons seeking lodging accommodations are authorized and proceeds with reservations according to call center protocol and DoD requirements. Utilizes an automated system to make reservations for authorized patrons for worldwide travel. Provides information on facilities such as location rates regulations types of accommodations and services available within the inventory of available rooms. Reviews patrons eligibility status classification to determine privilege to make reservations meet the prescribed authorized reservation parameters. Confirms reservation per patrons request. Reviews with prospective guests required data regarding eligibility statusclassification to ensure accuracy prior to finalizing input to the database. Answers questions and resolves problems relation to guests reservations accommodations andor travel. Analyzes and resolves problems andor issues and refers extraordinary issues to immediate supervisor. Ensures inquiries and complaints are expeditiously handled in a courteous and forthright manner and refers inquiries to the next level of support when unable to address or resolve. Communicates in a professional manner with clarity using good verbal and written communication skills at all times. Handles customer inquiries and complaints with tact and professionalism. Coordinate efforts with respective DoD lodging facilityagency front desk representative or management staff to address patron inquiries andor resolve issues. Inputs statistical data and reviews and ensures accuracy. Handles referral of group reservations for special functions such as meetings reservist groups reunions conventions etc. and secure reservations to the applicable DoD lodging agency as appropriate. Utilizes time efficiently to maximize optimum performance and success to maintain call stats within in an acceptable level. Provides friendly professional and personalized service at all times. Adapts to change working in a 247 environment requiring flexibility to meet unexpected demands. Works as part of a highly motivated customer service team welcoming feedback while contributing to building team spirit. Assist other team members as needed. Works under the general supervisor of designated supervisor who makes assignments. Work is performed independently within the framework of established policies and procedures. Refers unusual problems to supervisor for resolution assistance and guidance. Work is reviewed in terms of efficiency accuracy conformation with instructions and patrons satisfaction. Performs other related duties as assigned Qualifications: EXPERIENCE One year of general office clerical experience that demonstrated the ability to perform the duties of the position. SUBSTITUTION OF EDUCATION FOR EXPERIENCE Study completed in a college or university above the high school level may be substituted on the basis of one half academic year 15 credits of study for 6 months of experience. This is a Full-Time position, which offers excellent benefits to include: Medical & Dental Insurance, Life Insurance, Short-Term and Long-Term Disability Insurance, Paid Annual & Sick Leave, Matching 401K Plan, Pension Plan, and more!
