Guest & Member Care Specialist - Work from Home or In the Omaha Office - Full Time

Omni Hotels•Omaha, NE

48d•$18•Remote

About The Position

This position is responsible for providing support for both internal and external customers with the Select Guest program, service concerns, and operational issues received by the department from Omni Hotels & Resorts Guests, reservation agents, property staff, and the corporate office. Individual will work towards resolving problems, answering inquiries, maintain customer data, provide complete documentation as need, and providing instructions or information to satisfy the needs of the guests and hotels. Specialists will ensure complete guest satisfaction by handling requests in a courteous, timely, professional, and efficient manner. This position will utilizing department standard processes and adhering to Moments of Service guidelines.

Requirements

Computer proficiency to include Excel, Word, Teams, and other Microsoft products
Ability to effectively learn and work in department operating systems including Oracle products, NICE, and Omni developed tools
Ability to effectively communicate in English (both oral and written) demonstrate personal skills; listens to others
Ability to perform basic math (add, subtract, divide, and calculate percentages)
Sound judgement and the ability to access issues quickly and accurately to provide resolution or next steps, make reasonable decisions in the absence of direction.
Receptive to coaching from management, responds positively with willingness to make changes when desired
Ability to multi-task between systems and tasks while providing accurate and complete details
Proven track record for leadership to include maturity, commitment, professionalism, attitude, performance, discretion, responsibility, and ability to maintain a high level of confidentiality
High School diploma required
64 bit Windows 11 or newer version
Intel Core- I5 or AMD Ryzen 5 or better
8GB Ram (16GB preferred)
250GB Hard Drive free disk
Windows Updates Showing Complete
1 NIC (Ethernet port)
USB Connection (at least 3 ports)
Licensed and up to date anti-virus FULL SCAN completed (including date, time, files scanned, & no threats)
Suggested System - Windows Defender
McAfee and AVG anti-virus systems are not supported
Power Surge Protector
Logitech USB Headset Mono/Stereo H650e or H570e ($45 - $75 on Amazon)
Full screenshot of speedtest.net of completed speed test
Copy of Internet Service Provider bill documenting internet speed with 25mb download and 10mb upload
Photos of workstation showing proximity to internet connectivity (must be in the same room), wired keyboard, and wired mouse.
Smartphone with application download capability (Please download Okta Verify)
First Aid Kit.
A Wireless Connection is NOT allowed for our Work at Home Associates
A Wireless mouse or keyboard is NOT allowed
No one else can be on / using your internet during your scheduled shift.
No devices can be connected to your internet during your scheduled shift. Ie phones, tv, gaming etc
Satellite internet is not permitted
At home associates are not a substitute for dependent care. Work at home associates will not be available during their workday to provide dependent care. Children in the home under the age of 12 must be in a separate area of the home and have a separate independent childcare provider.

Responsibilities

Responds effectively to all inquiries, serving as the primary point of contact and owning customer issues, from start to finish (includes being a keen problem solver who is able to think on his/her feet as well as being a self-starter who is comfortable taking the initiative)
Displays a pleasant, helpful, and courteous attitude toward customers, fellow associates, and management. Remain calm and professional under pressure
Perform all operating functions of the telephone system and computer systems to receive and respond to inquires via phone, email, and online claim
Verifies and shows understanding in all current company policies and procedures necessary when handing Select Guest, Select Planner, stay feedback, billing, and data privacy contacts
Reviews and demonstrates understanding of all reference materials, SOP's (System Operating Procedures), Training Modules, and information bulletins
Accurate and detailed documentation of customer contacts including the issue, resolution, and actions taken. Ensure guest contacts are acknowledged and responses received within 24 hours of receipt, striving for first contact resolution when possible
Assist with enrollments, upgrades, and adjustments as needed
Assist with making, updating, or cancelling reservations while assisting guests or when providing back up to the reservation center during high queue needs
Support Hotels by assisting with essential daily tasks of maintaining data, updating daily arrivals reports, processing VIP requests and room assignment assistance
May be required to perform other related duties, responsibilities and activities which may change or be assigned at any time with or without notice.