Please note this is not a remote position. Sales/Service Counselors are required to work on-site at the Universal Orlando Guest Contact Center.

Sales/Service Counselor Pay Rate: $18.25/hour.

Bilingual Counselors have the opportunity to make up to $19/hour.

PLUS, Sales Counselors can earn weekly incentives based on your sales goals!

SALES COUNSELOR

JOB SUMMARY:

Sales Counselor is responsible for providing outstanding customer service for all UO guests by working in a high paced phone environment, handling sales and guest service; including processing orders for Universal Orlando’s products and services which include Annual Passes, Tickets, Vacations and online support. This position fields incoming live calls to address a variety of needs including, but not limited to, customer service, sales, basic troubleshooting and general product information for all Universal Orlando products and services.

MAJOR RESPONSIBILITIES:

• Meet monthly assigned sales goals including but not limited to: Conversion, Average Order Value (AOV), Length of Stay (LOS) and Multi-Park Ticket Sales.
• Meet monthly Quality standards, as outlined by GCC Quality program.
• Support and deliver a World Class destination experience by offering additional enhancements to every guest.
• Meet monthly productivity metrics such as: Aux 9, Adherence, AHT, Attendance, Order Entry Errors and others as defined by the company.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Perform other duties as assigned.

EDUCATION:

• High school degree is required.
• Associate’s degree is preferred.

EXPERIENCE:

• Minimum of two or more years working in an inbound Omni Channel Contact Center with a Travel or Sales related background.
• Will also consider candidates with successful face to face sales or back of house hospitality industry experience.

SERVICE COUNSELOR

JOB SUMMARY:

Service Counselor is responsible for providing outstanding customer service for all UO guests and client groups by working in a high paced Omni Channel support environment, handling guest service inquiries; including processing orders for Universal Orlando’s products and services which include: Annual Pass Renewals, Flex Pay, Dining, E-mail, and Amazon. This position fields incoming live calls and email correspondences to address a variety of guest needs, including but not limited to: customer service, limited sales, basic troubleshooting and general product awareness and education for all Universal Orlando products and services.

MAJOR RESPONSIBILITIES:

• Handle all inquiries regarding Flex Pay Annual Pass Accounts, Annual Pass Renewals, Dining and general Universal Resort information.
• Educate guests on features and benefits of various tiers of annual pass products.
• Handle assisting both external and internal guests with creating/modifying dining reservations for all UOR full-service restaurant venues via Zomato and OpenTable booking systems.
• Assist guests with Print@Home ticket errors and resend requests for all supported Universal Theme Parks and Resorts.
• Provide general information via inbound or electronic channels.
• Meet and maintain monthly performance metrics as defined by the company.
• Maintain high quality standards including professionalism, product knowledge, policy and procedure.
• Team Members will be required to be multi-skilled and will be cross-utilized within all channels within the Guest Contact Center based on service needs. This includes all inbound and written forms of communications supporting the internal/external client groups and stakeholders across Universal Orlando including, but not limited to, Annual Pass Brand Ops, Guest Services, Entrance Ops, Amazon, Universal Parks & Resorts Vacations, USH, E-Commerce, and E-mail.
• Meet and maintain daily/monthly productivity metrics as defined by the company for Aux 9 (Personal Aux), Adherence, Attendance, Invalid Calls to GSS, Others as defined by the company.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Perform other duties as assigned.

EDUCATION:

High school degree or GED is preferred.

EXPERIENCE:

• 2+ years call center experience preferred;
• or equivalent combination of education and experience.
• Working knowledge of the Internet and Microsoft Office is required.

ADDITIONAL INFORMATION:

• Successful candidates will work with multiple clients per day in a regimented and highly structured work environment.
• PC skills must be above standard to be successful in this role. Candidates must be comfortable working within multiple operating systems simultaneously within several different system windows.
• Semi-routine and highly structured with constant operational changes; majority of work covered by established policies and procedures however decision-making skills are required to ensure both a positive guest experience and the company and its assets are represented according to company standards.
• Exchange of information, which occasionally requires tact and/or diplomacy with both internal and external customers.

Universal Orlando Resort. Here you can.

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