Customer Resolution Specialist (Salt Lake)
About The Position
The Customer Resolution Specialist liaises with guests and hotels to ensure customer issues are effectively resolved, while building long-term loyalty and brand equity. The specialist investigates, responds to, and resolves customer and hotel inquiries in a timely manner, using problem-solving, customer service, and negotiation skills. The role works closely 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 problem 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, preferably in customer service or a service recovery environment.
- No supervisory experience is required.
Nice To Haves
- 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 needed to support 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
