Customer Care Representative

HEI Hotels & Resorts • Orlando, FL

1d

About The Position

Provides exceptional support to customers by addressing inquiries, resolving issues, and ensuring a positive experience. They communicate effectively, handle complaints professionally, and assist in maintaining customer satisfaction and loyalty.

Requirements

• Ability to effectively deal with guest and associate concerns in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions.
• Ability to access, read and accurately input information using a moderately complex computer system to include software such as Microsoft Office Suite.
• Ability to make accurate mathematical calculations using 10-key.
• Must have analytical ability to assess reservation trends and make related decisions.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Nice To Haves

• Hotel experience preferred.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, or chat.
• Provide accurate information about products, services, and policies.
• Resolve customer issues and complaints effectively, escalating complex cases when necessary.
• Maintain detailed records of customer interactions and transactions.
• Follow up with customers to ensure their concerns are addressed and satisfaction is achieved.
• Collaborate with other departments to resolve issues and improve service quality.
• Uphold company policies and procedures while maintaining a positive attitude.
• Identify opportunities to enhance customer experience and suggest improvements.
• Meet or exceed performance targets related to customer satisfaction and response times.
• Stay updated on product knowledge, company updates, and industry trends.

Benefits

• HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!
• For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed.
• Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off.
• HEI also provides pet insurance through the ASPCA.
• For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans.
• Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.
• Specific details and eligibility of these programs vary by location and employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed