Call Centre Agent

Call Centre Agent 

 
Niagara Adventure Excursions – Niagara Falls, ON 

Niagara Adventure Excursions is seeking a dynamic and enthusiastic Call Centre Agent to join the team. The Call Centre is often the first point of contact for guests planning their visit, and the Call Centre Agent plays a key role in creating a welcoming and professional first impression. In this role, the Call Centre Agent answers incoming phone calls, responds to online chats and emails, creates reservations, and processes product orders such as season passes and gift certificates. Using a friendly, confident, and knowledgeable approach, the Call Centre Agent provides accurate information about park experiences and helps guests make informed decisions about their visit. Success in this role requires a strong commitment to guest service, excellent verbal and written communication skills, and comfort spending significant portions of the day on the phone. The Call Centre Agent must be able to quickly assess guest needs and interests to recommend appropriate activities, while demonstrating initiative during quieter periods and collaborating effectively with colleagues during busy times. 

Key Responsibilities 

Provide an exceptional experience for all guests through proactive engagement and by meeting or exceeding guest expectations. 

Educate guests on park activities and experiences by providing accurate information regarding attractions, products, pricing, and facilities while encouraging guest participation. 

Create reservations through online booking systems, including processing payments, collecting required guest information, and sending confirmation communications. 

Assist guests with general trip planning when relevant to encouraging park visits. 

Complete fulfillment processes for over-the-phone purchases such as season passes and gift certificates. 

Perform additional tasks to support Contact Centre and Niagara Adventure Excursions operations as directed by the Call Centre Supervisor. 

Qualifications 

Knowledge 

Competence and comfort with technology 

Awareness of the tourism and attractions industry considered an asset 

Knowledge of local areas around park locations considered an asset 

Experience 

Proven experience delivering excellent customer service 

One year of recent customer service or sales experience required 

Experience using online reservation systems considered an asset 

Skills 

Well-developed written and verbal communication skills 

Ability to work independently and as part of a team 

Ability to think quickly and make decisions without direct supervision 

Attributes 

High level of attention to detail 

Proactive approach to improving guest experiences 

Ability to adapt quickly to change 

Strong judgment and decision-making skills 

Self-motivated with the ability to identify and complete tasks independently 

Positive attitude and openness to feedback 

On-the-job training and ongoing support are provided. 

Department and Reporting Structure 

You work in the Call Centre and report to the Call Centre Supervisor. You are supported by Call Centre Leads, Office Administration, and the Leadership Team 

Work Schedule 

This is a seasonal position with flexible hours based on operational needs. You will work evenings, weekends, and holidays as required.