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 a first point of contact, the Coordinator assists teams and individuals with booking rooms and managing event reservations, responds promptly, maintains detailed communication records, and communicates proactively and reactively with hotel and event partners. The role supports continuous improvement of AwayTeam's products and services, collaborating with venue teams, hoteliers, and event owners to meet financial and service goals. It also supports room-block coordination, reservation management, customer inquiry resolution, hotel inventory monitoring, event promotion coordination, and reporting on booking pace and event metrics. The position may represent AwayTeam onsite at selected events, conferences, and sales meetings. Travel is required 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 demonstrated ability to learn new software platforms quickly.
- Ability to document and communicate effectively 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 simple, rapid, competent support.
- Ability to develop lasting professional relationships with clients.
- Strong attention to detail and organizational skills, with the ability to work well under deadlines.
- Ability to provide solutions and deliver results.
- Ability to sit or stand for extended periods and to squat, stoop, or bend.
- Ability to operate a computer.
- Ability to travel up to 30% as needed.
Nice To Haves
- Bachelor's degree in hospitality, travel/tourism, business administration, or a similar field is preferred.
- Marketing and promotional experience is a plus.
Responsibilities
- Support the Director of Lodging and Account Managers with coordination of 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 room, reservation, and hotel-assignment inventory.
- 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' housing needs.
- Participate in meetings with event owners, venue staff, and hoteliers about room pickup and housing concerns.
- Review and understand RFPs for events contracted with hoteliers.
- Monitor hotel pickup 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 onsite at selected 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
Education Level
No Education Listed
