Customer Care Specialist
Company: Travelclick
Location: Orlando
Posted on: May 28, 2023
Job Description:
The Customer Care Rep provides technical support on our
reservation, web, and business intelligence products directly to
our hotel customers via email, and phone. They must determine root
cause of issues, resolving on the first attempt if possible,
accurately documenting case issues in our CRM (Salesforce.com)
Principal Responsibilities:
- Provide efficient and prompt customer follow-up on unresolved
issues. Coordinate efforts with other support teams when
necessary
- Research existing processes using knowledge base software and
available job aids
- Utilize previous hospitality and customer services experience
and the provided process flows and be able to apply that knowledge
to trouble shoot issues and assist customers
- Complete all training requirements resulting from ongoing
quality monitoring assessments
- Ensure Quality processes and customer satisfaction on all
customer interactions
- Educate customers on the TravelClick products and training
resources available
- Identify and communicate critical issues quickly and escalate
to appropriate points of contact
- Keep up-to-date with frequently changing processes and
procedures
- Perform other duties as assigned
Skills & Requirements
Desired Skills & Experience:
- Two years of Customer Service experience required, preferably
in the Hospitality Industry
- Support/ Help Desk or Issue Resolution experience required
- Customer facing experience through live phone and email
contact
- Must type a minimum of 35 WPM and be proficient in Microsoft
Word, Excel and Outlook and CRM utilization
- Analytical problem-solver with talent for identifying root
causes and understanding complex work processes which are used to
resolve customer issues and able to make solid judgment calls when
new or unexpected situations arise
- Exceptional listener and communicator who effectively conveys
information verbally and in writing
- Flexible team player who thrives in environments requiring
ability to effectively prioritize and manage multiple concurrent
projects
- Personable professional who is a relationship-builder and who
excels at building trusting relationships with customers and
colleagues
- Ability, patience and self confidence to work with
inexperienced or frustrated customers who may not be familiar with
our products or procedures
- Process driven problem solver with ability to follow directions
and process flows and must display sound judgment and common
sense
- Consistently energetic performer with an upbeat, positive
attitude that will show through to our customers
Education:
- Bachelor's degree or relevant experience preferred
Keywords: Travelclick, Orlando , Customer Care Specialist, Other , Orlando, Florida
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