Guest Care Associate

About the role

Deliver excellent customer service to guests who call/email Guest Care for assistance.

Responsibilities

• Collect/execute all call support activities including accurately noting calls, identifying accurate contact reasons, and following up with other departments to care for guest needs and resolve guest complaints/issues (65%)
• Handle first-level escalation calls and/or emails, demonstrating advanced call control, de-escalation, and problem-solving capabilities (15%)
• Support additional channels and projects which may include: editing/altering guest reservations, working email support, providing training support to new associates or participating in test projects or focus groups or other various support/administrative activities (10%)
• Demonstrate solid understanding of contact center platform, systems, and tools to research guest issues and provide support in resolving issues (10%)

Requirements

• HS Diploma or Equivalent (Required)
• Associates or Bachelor's in Business Administration or equivalent (Preferred)
• 1+ years in Customer Service (in-person or over phone/email/chat) (Required)

Qualifications

• Demonstrate ability to build and maintain effective remote working relationships with multiple partners
• Demonstrate ability to handle escalated interactions and communicate effectively with peers and guests
• Ability to prioritize and balance multiple assignments
• Demonstrate the ability to research information to arrive at a valid conclusion and recommend an appropriate plan of action
• Strong Microsoft Suite skills (i.e., Excel, Word, Outlook, PowerPoint, Slack, Seven Rooms)
• Agile partner to adjust to moving business priorities
• Excellent phone etiquette and oral and written communication skills

Benefits

• Free Play & 1/2 price food!
• Health, dental, vision, 401(k) team member match, free mental well-being platform – and that's just for starters for those who qualify.