Customer Resolution Specialist (Miami)
About The Position
The Customer Resolution Specialist liaises with guests and hotels to resolve customer issues effectively, build long-term loyalty, and strengthen brand equity. The role investigates, responds to, and resolves customer and hotel inquiries in a timely manner, applying problem-solving, customer service, and negotiating skills to reduce costs where possible. The specialist works with properties and internal leadership teams to improve service for guests and properties, serves as the first point of contact for guest issue escalation and resolution, and identifies opportunities to improve business processes.
Requirements
- High school diploma, G.E.D. equivalent, secondary education, certificate, or local equivalent.
- At least one year of related work experience.
- No supervisory experience is required.
Nice To Haves
- Related work experience preferably in a customer service or service recovery environment.
- Experience resolving customer issues and managing cases from intake to closure.
- Experience reviewing customer feedback, identifying recurring issues, and communicating trends.
- Experience working with case management systems, customer relationship management systems, or similar tools.
Responsibilities
- Receive, review, document, and manage customer resolution cases from intake through closure.
- Investigate customer and hotel concerns by gathering information, reviewing documentation, and coordinating with relevant stakeholders.
- Communicate with customers about case status, resolution activities, and follow-up actions through approved communication channels.
- Document customer interactions, case activity, and resolution outcomes in designated systems.
- Coordinate with hotels, departments, and internal stakeholders to obtain information and support issue resolution.
- Escalate cases according to established procedures when additional review or support is required.
- Monitor open cases and complete follow-up activities necessary to support case resolution.
- Provide customers with resolution details and information about next steps, when applicable.
- Review customer feedback and case outcomes to identify recurring issues and trends.
- Communicate findings and process improvement opportunities to leadership and business partners.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
