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About the Role

As a Sales Center Agent, you will be the first point of contact for guests and travel partners, helping them plan and book memorable vacation experiences. You will play an important role in delivering exceptional service, providing travel recommendations and ensuring every interaction reflects our passion for travel.

Responsibilities

• Respond to inbound calls from guests and travel partners in a professional, efficient and accurate manner.
• Understand guest needs, recommend appropriate vacation products and complete bookings.
• Provide exceptional guest service throughout the booking process.
• Build strong product knowledge to confidently answer guest questions and provide travel recommendations.
• Learn and effectively use various reservation systems and software tools.
• Share guest feedback, trends and suggestions to help improve the overall guest experience.
• Collaborate with team members to resolve guest concerns and provide effective solutions.
• Maintain a positive, professional and guest-focused approach in every interaction.

Requirements

• Legally authorized to work in Canada (valid work authorization and documentation required).
• Comfortable working in a remote environment and attending the office when required.
• Must have a private, dedicated home workspace with a door that can be closed, free from distractions during working hours.
• Ability to learn and navigate multiple systems and technology platforms.
• Available to complete a paid, mandatory, full-time training program lasting 10 weeks Monday to Friday from 8:30 a.m. to 5:00 p.m. MST.
• Attendance and punctuality are mandatory and successful completion of the full training program is required.
• Ability to pick up company-provided equipment at the Calgary, Toronto or Laval (QC) office location.
• Access to high-speed internet with a direct modem connection and a quiet dedicated workspace at home.
• If you do not currently hold a TICO or OPC (Québec) certification, you will be required to complete the applicable certification as part of your employment.
• Fees apply to the exam and certification process.
• The first exam attempt will be covered by the company and any subsequent attempts will be the responsibility of the employee.

Skills

• A passion for providing exceptional customer service and creating memorable customer experiences.
• Strong communication skills with the ability to build rapport with customers over the phone.
• A positive, empathetic, reliable and solution-oriented attitude.
• Ability to provide clear and professional information while demonstrating patience and understanding.
• Strong sales skills and the ability to identify customer needs and recommend appropriate solutions.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and accuracy.
• A passion for travel and helping customers create unforgettable vacation experiences.
• Intermediate to advanced proficiency with computers and experience working within a Windows-based environment (including Microsoft Word, Excel, Outlook and instant messaging).
• Advanced written and verbal communication skills in English are required.
• French is considered an asset.
• TICO or OPC (Québec) certification is considered an asset.

Location

• Calgary
• Toronto
• Laval (QC)

Work Type

• Permanent full-time
• Remote work opportunities with occasional office attendance as required.

Experience Level

• Minimum one year of customer service or sales experience (an asset).
• Call center experience (an asset).
• Travel agency or tour operator experience or education is an asset.

Benefits

• Travel privileges for you and your family, effective from your start date.
• Retirement Savings and Benefit programs that are flexible to meet your specific needs.
• Paid training and company-provided equipment.
• Opportunities for career growth and development within Sunwing Vacations Group.
• A people-first culture where every day is different.
• A dynamic, passionate team that loves travel.
• Opportunities to contribute to our social responsibility initiatives.
• Meaningful work that helps create unforgettable vacation experiences for our customers.

About the Company

• Sunwing Vacations Group is home to North America’s largest vacation brands, comprised of the leading Canadian leisure tour operators Sunwing Vacations and WestJet Vacations, along with the growing United States based tour operator Vacation Express, together with the Group’s own travel retail businesses SellOffVacations.com and Luxe Destination Weddings.
• Our culture is driven by our EPIC Values (entrepreneurial, passionate, innovative, and customer-centric) and our teams work together to deliver our purpose “passionate people making vacation dreams come true”.

Equal Opportunity

• Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team.
• We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions.
• Our approach is for holistic opportunities to help employees Be EPIC and Be Well.
• Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.
• We are also committed to employment equity and to fostering an inclusive, accessible environment.
• We welcome applications from everyone.
• We will accommodate all applicants throughout the hiring process.
• If you are an individual who requires accommodation to apply to this position, please email recruiting@sunwing.ca