Sales Agent - Call Center

Who We Are Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world. Our mission is "that the future may learn from the past" through preserving and restoring 18th-century Williamsburg, Virginia's colonial capital. We engage, inform, and inspire people to learn about this historic capital, the events that occurred here, and the diverse peoples who helped shape a new nation. Today, Colonial Williamsburg is the largest living history museum in the U.S. The Historic Area is the 301-acre restored colonial capital with 89 original buildings and 525 buildings reconstructed to how they appeared in the 18th century through extensive archaeological, architectural, and documentary research. The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life. The Foundation also owns and operates two world-class museums, the DeWitt Wallace Decorative Arts Museum, and the Abby Aldrich Rockefeller Folk Art Museum, The Bob and Marion Wilson Teacher Institute , and a renowned research library, the John D Rockefeller Jr Library. Additionally, Colonial Williamsburg is home to five world class accommodations at the Williamsburg Inn, Williamsburg Lodge Autograph Collection, the Griffin Hotel, the Williamsburg Woodlands Hotels and Suites and the unique Colonial Houses in the Historical Area. Visitors may also indulge in food and drink at our many on site restaurants and taverns that blend a historically inspired dining experience with today's evolved tastes. Each year over 5 million people visit Williamsburg and another 20 million engage with us digitally. About the Position The Call Center Agent supports a high‑volume, guest‑focused contact center by handling inbound and outbound calls related to lodging, dining, recreation, and Historic Area reservations. This role delivers timely, accurate service, assists guests with inquiries, and ensures a positive experience from the first point of contact. Agents play a key part in revenue generation by capturing bookings, reducing missed calls, and providing exceptional service in a fast‑paced environment.

Main Duties:

Responsibilities include but are not limited to: Handles high‑volume inbound and outbound calls to support reservations for lodging, dining, recreation, and Historic Area programming. Provides timely, accurate information to guests and assists with booking, modifying, or canceling reservations. Uses reservation and call‑center systems to process transactions, document interactions, and ensure data accuracy. Follows established scripts, service standards, and procedures to deliver a consistent guest experience. Troubleshoots guest issues and escalates complex concerns to the appropriate team or supervisor. Supports revenue generation by capturing bookings and reducing missed‑call opportunities in a center contributing approximately $7.5M annually. Monitors daily updates to programming, availability, and promotions to ensure accurate communication with guests. Conducts outbound calls for guest follow‑up, schedule changes, cancellations, and other operational needs. Collaborates with team members and other departments to resolve guest concerns and maintain smooth operations. Maintains a professional, courteous, and guest‑focused demeanor in a fast‑paced environment. This position may require occasional evening or weekend hours with prior supervisor approval. This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act (FLSA). This position may be subject to overtime during high peak times, etc. as directed and approved by the supervisor. This job description reflects the general responsibilities of the position and is not intended to be an exhaustive list. Duties and responsibilities may evolve over time based on operational needs.

Required Education and Experience:

Basic computer literacy, including the ability to navigate multiple systems and applications. Ability to type accurately and efficiently to document guest interactions. Ability to work scheduled shifts, including weekends or holidays as needed for call center operations. Ability to meet performance expectations in a fast‑paced, high‑volume contact center environment. High school diploma or equivalent.

Preferred Qualifications:

Experience in a call center, hospitality, retail, or other guest‑service environment. Basic computer literacy and comfort learning new systems or applications. Enthusiasm for frequent customer interaction and a genuine enjoyment of talking with people. Background in tourism, hospitality, museums, or nonprofit environments. Experience handling high‑volume phone queues or multi‑channel communication (phone, email, chat). Key Skills /

Competencies:

Strong verbal communication skills and the ability to engage confidently with guests over the phone. Active listening skills to understand guest needs and provide accurate, helpful responses. Ability to manage multiple tasks simultaneously while maintaining accuracy and attention to detail. Problem‑solving skills to address guest concerns and identify appropriate solutions. Adaptability in a fast‑paced, high‑volume call center environment. Ability to learn and navigate multiple computer systems and applications efficiently. Consistent, professional, and guest‑focused demeanor in all interactions. Ability to work both independently and collaboratively within a team setting. Strong organizational skills to manage call flow, documentation, and follow‑up tasks.

Physical and Environmental Demands:

Stand:

Occasionally Walk:

Occasionally Sit:

Constantly Use hands/fingers: Frequently Climb or balance:

Rarely Stoop/kneel/crouch/crawl:

Rarely Reach with hands/arms: Occasionally Talk or hear:

Constantly Typical Work Schedule:

Full time 5 days 9am - 5:30pm weekdays and weekends required.