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NAVY EXCHANGE SERVICE COMMAND (NEXCOM) · 13 hours ago

DOD RESERVATION CENTER AGENT-FLEX

United States

Full-time

Remote

New Grad, Entry Level

Navy Exchange Service Command (NEXCOM) is seeking a DOD Reservation Center Agent-Flex to support the operation of a full-service contact call center. The role involves assisting eligible guests with securing lodging accommodations and providing customer service through various communication channels.

Information Technology

Responsibilities

Provides worldwide support for travel accommodations related to NHG and other DoD lodging agencies

Responds to inquiries and assists customers via phone email and social media

Reviews guests eligibility status classification to determine privileges of those seeking lodging accommodations

Proceeds with reservations according to call center protocol and DoD requirements

Possesses and demonstrates thorough knowledge of NHG and DoD lodging programs policies and procedures when assisting guests and making accommodations for official duty or leisure

Maintains appropriate documentation while adhering to Personally Identifiable Information PII and Payment Card Industry PCI requirements

Utilizes an automated system to make reservations for authorized guests

Provides information regarding facilities such as location rates regulations types of accommodations and services available within the inventory of available rooms

Reviews required data with prospective guests to ensure accuracy prior to finalizing reservations

Confirms reservations per guests request

Expeditiously answers questions related to guests reservations accommodations and or travel in a courteous manner

Analyzes and resolves problems referring extraordinary issues to immediate supervisor

Coordinate efforts with respective DoD lodging agency front desk representatives or management to address guest inquiries and or resolve issues

Handles referral of group reservations for special functions such as meetings reservist groups reunions conventions etc to the applicable DoD lodging agency as appropriate

Utilizes time efficiently to maximize optimum performance and success in maintaining call stats at an acceptable level

Provides friendly professional and personalized service at all times

Adapts to change working in a 24 7 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

Assists other team members as needed

Works under the general supervision of designated supervisor who makes assignments

Work is performed independently within the framework of established policies and procedures

Work is reviewed in terms of efficiency accuracy conformation with instructions and guest satisfaction

Performs other related duties as assigned

Qualification

Customer serviceReservation systemsDoD lodging knowledgeProblem-solvingCommunication skills

Required

Supports the operation of a full-service contact call center responsible for assisting eligible guests of the NEXCOM Hospitality Group NHG and other Department of Defense DoD Lodging Programs with securing lodging accommodations throughout the world within a network of multiple DoD agencies