Representative, Guest Services

Pilot Company•Knoxville, TN

About The Position

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

Requirements

High school diploma or equivalent certification required
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

Nice To Haves

Experience in retail operations or call center preferred
Intermediate Microsoft Office skills
Bi-lingual in Spanish preferred

Responsibilities

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