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.