Vantage Deluxe World Travel

  • Manager, Concierge Sales & Service

    Job Locations US-MA-Boston
    Job ID
    2019-1330
    # of Openings
    1
    Category
    Sales
  • Overview

     

     

     

    About Vantage Deluxe World Travel

     

    Vantage Deluxe World Travel is the leader in adventure travel for thirty-five years.  Since 1983, Vantage Deluxe World Travel develops and delivers memorable travel journeys on seven continents whether on land, riverboats or small ships.

     

    Vantage values motivation, commitment, initiative, and a sense of humor. We’re looking for team players who thrive in a diverse and dynamic work environment. If you think you fit the bill, we invite you to apply online today.

     

    If you are driven by working in a dynamic environment where you’ll discover the value of impactful contributions in an industry that’s easy to fall in love with – the travel industry…Vantage may just be your next home to learn, contribute, work hard and have a little fun. As we evolve technologically and proactively offer differentiated travel experiences to our customers, we search for dynamic, progressive and focused professionals to join the Vantage team whether that’s in our headquarters in Boston or in one of our global offices.

     

    Job Summary - Manager, Concierge Sales & Service

    This position is part of the companywide Revenue Generating Team. As the Manager, Sales & Service, you will be responsible to drive the success of a team's overall Customer experience with us.

     

     

     

     

    Responsibilities

    Responsibilities

    • Coach on effective sales techniques on both inbound and outbound sales opportunities through gained knowledge of all our product offerings, resulting in closing the sale.
    • Identifying and coaching all up-selling opportunities, and coaching agents on presenting all the benefits of adding those additional features for an enhanced journey.
    • Maintains a good team rapport with various departments and personnel across the company to resolve guest’s questions to close sale.
    • Ensure team consistently meets or exceeds expected sales performance goals.
    • Ensure agents are trained on Identifying and closing sales/upsell opportunities including cross selling, travel protection, cabin upgrades, air upgrades and other tour features, through inbound calls; online chat and email, while maintaining a world class level of service and quality
    • Create/modify/update scripts for Contact Center associates
    • Participates in Talent Selection Process for identifying and selecting top customer service associates for the organization.
    • Develop and sustain effective and mutually beneficial relationships between agents
    • Make recommendations to senior management on programs/ideas to improve service by incorporating the customers' needs with ongoing process-improvement projects and shows how the improvements provide direct benefits to customers and the company.
    • Provide subject matter expertise pertinent to customer service or support to cross functional teams within the company.
    • Hold daily, weekly and monthly touch bases with agents on quality monitoring coaching opportunities, with a focus on any agent missing goal(s)

    Qualifications

    Qualifications

    • Experience and Knowledge
    • Experience in a sales/service and quality-based role preferred
    • Bachelor's degree preferred
    • 10 years of sales experience required
    • 5 years of Business to Consumer sales and service experience required
    • Multi-channel experience, telephone, mail, email & chat
    • Excellent typing, phone, listening, and computer navigation skills required
    • Experience in travel, hospitality, concierge service, luxury brand clientele highly preferred
    • Ability to multi-task and work well in a fast-paced environment
    • Strong verbal and written communication skills, with excellent problem-solving skills
    • High attention to detail and accuracy

     

    Software/Systems

    • Basic Microsoft skills, including Outlook
    • Reservation system experience highly preferred

    Compensation/Benefits

    Base + highly competitive commission plan

    4 Weeks of paid training

    10 vacation days, 10 holidays, 5 sick days and 3 personal days

    401K with company match, Medical, dental, and vision benefits

    Subsidized commuter transportation

    Travel discounts – employees who complete a minimum of 6 months service are eligible for a free familiarity river cruise, and discounted rates on Vantage Travel products.

     

    Schedule

    Tuesday - Friday 10-7, Saturday 10-6

     

    Are you interested in this position with Vantage Deluxe World Travel in Boston, MA?  Then please apply for this position.  Additional Opportunities are available in the careers section of our website at www.vantagetravel.com, please check them out!

     

    This company is run by the numbers and strictly adheres to weekly reporting and holding people accountable to their numbers. 

     

    Equal Opportunity Employer

    Vantage Deluxe World Travel is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, gender, gender identity, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

     

     

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