Do you have an incredible personality and are you a perfectionist with great attention to detail?
Seasonal Booking Guru (SBG) Job Description
Two Booking Gurus make up our administrative team! One is a Lead Booking Guru (LBG) who will work throughout the year and the Seasonal Booking Guru (SBG) who will work over the Summer. The SBG role will start training in early June and the position will end mid-September. You will be expected to be up and running and handling calls solo by July 1st! Our SBG will have passion to speak with customers/concierge about the most FUN activity in JH and run with special projects! This position requires a bubbly salesperson, not just a polite order-taker. This position is 12 hours per day (7am-7pm) and 3-4 days per week (rotating weekly.) HUGE perk is that the position can be remote from home!!!! The SBG will only need to work out of our JH Office one day per week!
Applicants should have the experience or ability to learn and enjoy “high-end/professional” customer service via the phone, must thrive on hard work and be dedicated to attention to detail. You must demand of yourselves a high level of personal responsibility, have a drive to sell and close customers on bookings on the phone, have a strong work ethic and have the ability to work independently. 100% of our sales come in through the phone so there are two main requirements as it relates to this topic: 1) ALL calls that come in on your shift must be answered by the 3rd ring. If you are on the other line when a call comes in, you must call that number back asap. 2) Customers should NOT know that you are not working in a professional office at the range. There should be no background noise to indicate that you are working from home.
Our Booking Guru may or may not have a background in firearms. If you have experience shooting it is a plus. as knowing the industry is beneficial! If not, we will provide you with complimentary Shooting Experiences with a Private Coach, product descriptions, tools to sell the product offerings and the technical training to use our systems. (Gmail, Google Calendar, Google Drive and SalesForce Experience is a PLUS.) Employees successful in this role are able to quickly and thoroughly learn and apply the necessary skills for the position. You will have 2-4 weeks of training, depending on your needs, and we do expect for you to be fully up and running independently by July 1st at the latest. If you have a history of customer service/sales, working super-hard, creating your own solutions to achieve your preferred outcomes etc – you will love this opportunity!
Office Operations: Take out the trash, maintain a tidy office and desk area, and office maintenance as needed so coaches can find what they need easily. Weekly while in the office you will cross reference the JHGC Calendar with the JHSE Calendar to verify our booking are on it and that we capture any range and bay closures that could affect our bookings.
Email/Phones and Calendar: Responsible for all email correspondence as it relates to new family bookings, repeat guest customization, group event proposals and coordination, coach communication/scheduling/confirmations per policy, calendar and email guidelines. Use the Google Voice App to answer all calls and describe experiences, convert, close, schedule, confirm and complete all data entry in Google Calendar, SalesForce, Gmail and communicate with coaches as it relates to their bookings. Reply to leads coming through email including our Book Now Inquiries (generated through our website,) repeat guest inquiries, and referring agents.
Group Events: Create custom events for groups of 6 or more for On Site (JH Gun Club) and Off Site group experiences in a consistent and professional manner with our preferred vendors.
Salesforce: Create Leads for every call and email inquiry that comes in. If you are unable to convert the sale via email or phone as it happens create tasks for follow up in SalesForce. Responsible for following up with all leads and closing all sales possible with appropriate follow up. Compiling completed waivers (verify all details are correct) daily and enter the contact information into SalesForce and forward the verified waivers to Accounting.
Special Projects: When not working with customers on the phones there will be tasks assigned by LBG and Owners and must be completed as they request by the timeline that they provide. This could include social media tasks, marketing materials, errands etc. Please be open to all requests as we are a small company and all hands are on deck. We suggest that you watch this video: https://youtu.be/Y95eI-ek_E8