Customer Care Specialist

Marriott Hotels Resorts•Nashville, TN

About The Position

POSITION SUMMARY Serve as the point of contact for customers and communicate with them by email, letter, or phone. Respond to questions and requests within the designated turnaround time. Clarify and resolve any issues to provide a timely and satisfactory outcome to the customer’s inquiry. Enter and retrieve information contained in computer databases to update records, files, and answer inquiries from guests. Operate standard office equipment other than computers. Prepare letters, memos, and other documents using a computer, mail, fax machine, including proofreading and editing written information to verify accuracy and completeness. Communicate with guests via the social media channels such as TripAdvisor, Twitter and Facebook. Enter and locate work-related information using computers. Provide excellent customer service to all customers and fellow STARS. Support the efforts of other STARS to provide excellent customer service. Respond sensitively to the needs and feeling of others, regardless of status or position; accept interpersonal differences and to maintain rapport. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional. Maintain confidentiality of proprietary information and protect company assets. Welcome and acknowledge all guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with STARS and department leaders, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Report accident, injuries, and unsafe working conditions to manager. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Enter and locate work-related information using computers and/or point of sale systems. Perform other reasonable tasks as requested.

Nice To Haves

High School diploma or G.E.D. equivalent.
3 years related experience.
No supervisory experience.
None

Responsibilities

Serve as the point of contact for customers and communicate with them by email, letter, or phone.
Respond to questions and requests within the designated turnaround time.
Clarify and resolve any issues to provide a timely and satisfactory outcome to the customer’s inquiry.
Enter and retrieve information contained in computer databases to update records, files, and answer inquiries from guests.
Operate standard office equipment other than computers.
Prepare letters, memos, and other documents using a computer, mail, fax machine, including proofreading and editing written information to verify accuracy and completeness.
Communicate with guests via the social media channels such as TripAdvisor, Twitter and Facebook.
Enter and locate work-related information using computers.
Provide excellent customer service to all customers and fellow STARS.
Support the efforts of other STARS to provide excellent customer service.
Respond sensitively to the needs and feeling of others, regardless of status or position; accept interpersonal differences and to maintain rapport.
Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional.
Maintain confidentiality of proprietary information and protect company assets.
Welcome and acknowledge all guests with genuine appreciation.
Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with STARS and department leaders, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
Report accident, injuries, and unsafe working conditions to manager.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Enter and locate work-related information using computers and/or point of sale systems.
Perform other reasonable tasks as requested.