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Customer Support Specialist

The Customer Support Specialist is responsible for assisting travelers while on vacation. Communicating with customers via calls, texts, chats, and emails, delivering a positive experience with every touch point, request, and action. This role operates in a support capacity, understanding what is urgent and what can be solved the next business day.

Responsibilities

  • Answering inbound calls in a professional manner, utilizing Salesforce to locate reservations and provide assistance to the guest.
  • Answer 90% of calls presented.
  • Maintain the highest level of communication with existing clients to resolve their problems.
  • Enter guest data into salesforce notes, adhering to best practices, maintaining accuracy of data input.
  • Follow-up with all existing cases within a set timeframe and in accordance to policies.
  • Analyze, research, and resolve problems efficiently, in a manner that preserves goodwill and the overall company objectives (One Call/One Resolution).
  • Assist and communicate with Property Operations as needed.
  • Maintain a working knowledge of different property types and how to solve issues for each one.
  • Be available for other projects including data entry via keying leads.
  • Use the company Timekeeping system and accurately record your shifts worked.

Qualifications

  • Ability to effectively convey ideas and information through written documents, verbal communication, and interpersonal interactions.
  • Demonstrates the ability to articulate thoughts clearly and professionally in various communication modes.
  • Possesses strong active listening skills to understand and empathize with concerns.
  • Demonstrates an adept ability to address and resolve issues by actively engaging with stakeholders.
  • Approaches problem-solving with creativity, finding innovative solutions.
  • Handles challenging situations with tact and diplomacy, fostering positive outcomes and maintaining professional relationships.
  • Exhibits a strong commitment to work, consistently delivering high-quality results.
  • Initiates tasks independently, demonstrating a proactive approach to responsibilities.
  • Manages multiple priorities efficiently, ensuring tasks are completed with attention to detail.
  • Adapts seamlessly to changes within a fast-paced business environment, maintaining productivity and focus.
  • Displays the ability to use computers proficiently for various tasks.
  • Comfortably types and navigates internet and new software platforms, showcasing technological competence.

Screening Criteria

  • Must have at least 2-3 years of stay from previous companies
  • Must have 1-2 years of experience as a CSR
Job Location: Site Only

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