Customer Service Coordinator - AwayTeam Travel
About The Position
The Customer Service Coordinator reports to the Director of Lodging and delivers customer service to event owners, hoteliers, and individuals booking reservations through the AwayTeam lodging platform. As the first point of contact for teams and individuals needing help booking rooms and managing reservations for events, the Coordinator maintains a rapid response rate, documents customer communications, and proactively and reactively communicates with hoteliers, event owners, event attendees, and venue staff. The role supports continuous improvement of AwayTeam’s products and services and collaborates with venue teams, hoteliers, and event owners to meet financial and service goals. The position is based in Clearwater, Florida, and may require travel up to 30% as needed.
Requirements
- Experience in customer service, sales operations, and the hotel or travel industry.
- Excellent interpersonal and problem-solving skills.
- Ability to work as a team player.
- Excellent verbal and written communication and presentation skills.
- Experience with MS Excel, Word, PowerPoint, and Outlook, and ability to learn new software platforms quickly.
- Ability to document and communicate with all levels of the organization.
- Ability to manage multiple software programs and provide prompt, accurate responses to email and phone communications.
- Ability to provide a simple, rapid, competent support experience.
- Ability to develop lasting professional relationships with clients.
- Strong attention to detail and organizational skills, and ability to work well under deadlines.
- Ability to provide solutions and deliver results.
- Ability to travel up to 30% as needed.
Nice To Haves
- Bachelor’s degree in hospitality, travel/tourism, business administration, or a similar area of study is preferred.
- Marketing and promotional experience is a plus.
Responsibilities
- Support the Director of Lodging and Account Managers with coordinating room blocks for events.
- Manage relationships with hotel partners and vendors.
- Create, cancel, and modify room reservation requests.
- Investigate and resolve customer inquiries.
- Make outbound calls to event attendees, hoteliers, venue staff, and event operators.
- Maintain inventory of rooms, reservations, and hotel assignments.
- Serve as the first point of contact for customer service inquiries received by telephone, email, and chat.
- Participate in strategic meetings with venue teams and event owners to explain AwayTeam services and understand events and their housing needs.
- Participate in meetings with event owners, venue staff, and hoteliers regarding room pick-up and housing concerns.
- Review and understand RFPs for events contracted with hoteliers.
- Monitor hotel pick-up and communicate with hotels, CVBs, and partner clients as needed.
- Coordinate with the Marketing Department on event promotion strategies for attendees.
- Report booking sales pace and pre- and post-event metrics.
- Represent AwayTeam on-site at select events, conferences, and sales meetings.
- Work with venue staff and event owners to obtain timely, actionable feedback on event key performance indicators.
- Perform other duties assigned by management.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
