Representative, Guest Services

Pilot Company•Knoxville, TN

16h•Onsite

About The Position

The purpose of this job is to respond to call center incoming calls and emails ensuring a superior guest experience.

High school diploma or equivalent certification required
Intermediate Microsoft Office skills
Ability to manage negative guest sentiment while maintaining a positive and high-energy work environment
Ability to handle difficult issues and complaints while exemplifying guest service
Problem solving skills
Written and verbal communication skills
Strong guest service skills and the ability to exhibit empathy
Ability to adapt to change and willingness to take on new tasks
Strong interpersonal skills
Champion change
Demonstrate a passion for delivering a positive customer experience
Demonstrate professionalism and expertise in an ever-changing environment

Respond to all incoming phone calls and emails received by the Guest Services department resulting in resolution or escalation
Accept parking reservations and process payment for various services offered
Maintain a working knowledge of all policies and procedures within the Guest Services department as well as others departments within the company
Maintain knowledge of all services offered at company Travel Centers
Maintain working knowledge of all company software aligned with guest or team member needs
Model behaviors that support the company’s common purpose; ensure guests and team members are supported at the highest level
Ensure all activities are in compliance with rules, regulations, policies and procedures
Complete other duties as assigned