Lodging & Hospitality Resolution Associate

Job Description:

Lodging & Hospitality Associates in this role get to:

  Be the Point of Contact;  answer inbound calls to provide exceptional customer service to consumers. Respond to inquiries about products and services, processing payments, or performing general account maintenance. Up-selling customers to new products or services may be encouraged.

Responsibilities:

•  Answers calls and responds to emails
• Identifying and solving customer challenges, including mediating between guests and hosts, and escalating issues appropriately
• Handles customer inquiries both telephonically and by email
• Researches required information using available resources
• Multi-tasking to monitor and control concurrent tasks simultaneously
• Provides customer service information
• Enters new customer information into system
• Updates existing customer information
• Processes reservations
• Routes calls to appropriate resource

Qualifications:

Our most successful candidates will have:

A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED. 

• Must have a valid (not expired) government issued ID, TRN and NIS card.
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• Must be able to train and work onsite.
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• Experience in customer service is an asset and preferred.
• Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• See through the eyes of the customer.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Ability to type over 30 WPM with 80% accuracy.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
• Must be able to pass a criminal background check and drug test as needed