Customer Service Coordinator

Description

The National WWII Museum is currently seeking a Customer Service Coordinator for its Travel Department. This role involves providing excellent customer service for guest inquiries, reservations and providing general information. Additionally, this position will be responsible for travel administrative duties, such as tracking/reporting, managing commission payments, and producing timely and accurate written passenger and partner communications in relation to their tour booking or inquiries.

Requirements

• Work with the Director of Educational Travel Sales to develop and establish comprehensive sales strategies that exceed Museum’s Educational Travel sales goals
• Generate confirmations and cancellations
• Increase revenue by fostering strong customer relationships while answering phone/email questions, inquiries, closing sales and upselling
• Generate reports managing waitlists, interests, provisional bookings, etc.
• Support Travel Program administrative tasks: Follow contracting through approval process and load into ViaTour; Input and update partner data in ViaTour; At times, manage audit and mailing schedules; Commissions; Refunds
• Follow Standard Operating Procedures for the Sales department
• Perform other duties and special projects as assigned by the Director of Educational Travel and Conference Sales and the Vice President of Sales.

Qualifications

• A High School degree with a minimum of two years demonstrated success in sales is preferred.
• Knowledge of World War II history and geography is preferred, but not required
• Excellent verbal and written communications and interpersonal skills and abilities
• Knowledge of Word, Excel and related programs is required
• Good working knowledge of the ViaTour reservations system is preferred, but not required
• Highly organized and has effective time management skills with evidence of entrepreneurial qualities
• Willingness to work a flexible schedule that goes beyond a 40-hour week including some weekends and evenings
• Ability to push, pull, and lift up to 50 pounds: May require bending, squatting, or reaching, occasional use of equipment, and prolonged standing and/or walking during which time objects are transported

In addition to offering competitive wages, the Museum’s benefits package includes: 

• Medical insurance – 2 plan options; Museum pays 75% of premium 
• Dental and vision insurance 
• Flexible spending account 
• 401(k) – Museum matches 50% of employee contribution up to 6%; employer contribution full vested after 3 years of employment 
• Life insurance and AD&D - $15,000 policy employer paid; additional life and AD&D available 
• Long term disability insurance 
• Paid vacation and sick leave, 10 paid holidays per year 
• Free parking 
• Tuition assistance and professional development 
• Employee assistance program 

The National WWII Museum is an Equal Opportunity Employer and seeks diversity in its workforce.  We are dedicated to a policy of non-discrimination in employment on any basis including age, sex, race, religion, national origin, sexual orientation, or disability.  Consistent with the Americans with Disabilities Act, applicants may request accommodations needed to participate in the application process.