Overview

The primary job of the Customer Service Specialist is to make sure all calls coming into client are taken care of and receive excellent customer service!

 

Responsibilities

  • Serve as the first “touch” our clients and guests have with our company.
  • Answer all phone calls and distribute the calls to other co-workers as necessary.
  • Answer each customer’s questions and provide additional caring guidance to them.
  • Check all phone messages and respond in a timely manner.
  • Take hotel reservations, modifications and cancellations.
  • Maintain a detailed database with entries showing all communications that require trackable notes.
  • Offer all attendees upgrades and add-ons as they make reservations.
  • Manage all incoming and outgoing mail.
  • Other miscellaneous administrative duties as needed.
  • Must have patience with all customers and provide assistance in a genuine caring manner.
  • Must be excellent at customer service. Must have a very positive demeanor and always act in a professional manner when dealing with a customer.
  • Pleasant phone voice.
  • Ability to manage challenging situations, respond promptly to client needs, answers all client requests in a timely manner and develop solutions to real-time problems.
  • Strength in multi-tasking – Must be able to handle multiple phones, projects and tasks at once.
  • Detailed orientated – Requires proper tracking, note taking and reporting.
  • Strong organizational skills required.
  • Deadline driven – Must meet all deadlines and goals.
  • Good communication skills – Must be a good communicator.
  • Must be a self-starter/independent worker.
  • Ability to balance individual and team responsibilities. Must be willing to show openness and acceptance to others, welcome feedback and support the company’s efforts to succeed as a whole.

Qualifications

  • Experience with Microsoft Word, Outlook and Excel.
  • Customer Service experience a benefit.

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