Customer Service Representative

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Job description

JOB DESCRIPTION FORMJob Title:Customer Service RepresentativeFLSA Status:Non-ExemptDepartment:Customer ServiceExemptReports To:Customer Service SupervisorCompany: GetaroomSUMMARY: As a member of the Customer Service Team you will be interacting with customers to provide exceptional service and support to all our valued customers for service concerns, inquiries and request, and to develop solutions by working with and coordinating among various teams, Credit, Relocation and Partner Service.ESSENTIAL DUTIES AND RESPONSIBILITIES: Specific duties as a Customer Service Specialist include: Organized and thrives in a complex work environment, balancing multiple task, priorities and responding promptly to customer inquiries and meet all quality goalsLiaising with customers to resolve medium to high complexity issues via phone and or email per the policy guidelines on various topics such as but not limited to, refunds, confirmation of reservations, modifications, special requests, cancellations, requests for informationProviding accurate, valid, and complete information by navigating and utilizing the right system tools, methods, and processesSeek to understand the customer's needs; research & analyze the inquiry to provide options that best meet the needs of the customerAbility to identify and make effective decisions based on level of authority to resolve, and escalate to other resources to provide resolution in a timely mannerAbility to correspond courteously & professionally via email and phone, providing a positive customer experienceAttention to detail and ability to learn and retain knowledge of services and offeringsStrong verbal and written communication skillsAbility to take ownership, have a problem-solving and solutions driven mentalityOther duties may be assigned, as necessary.SUPERVISOR RESPONSIBILITIES: This job has no supervisory responsibilities.QUALIFICATIONS FOR THE POSITION: As a Customer Service Specialist, you will be interacting with guest and affiliates across the globe and must have the ability to display and provide excellent communication, both written and verbal. It is also required to have at minimum intermediate level computer skills i.e. Microsoft Office and Internet search skills to support and resolve inquiries.Specific qualifications for the Customer Service Representative position include:Ability to assist with planning and arranging travel inquiries while collaborating with all departments.Strong geographical skills.Experience dealing with irate customers and following cash applications or accounts receivable guidelines.1-2 years of experience within the travel hospitality/airline industry and or customer service preferred.Proficiency in the Microsoft Office Suite and advanced Internet skills (Word, Outlook, PPT and Excel).Excellent phone etiquette with a high degree of professionalism in communication.Highly motivated & passionate with an affinity for excellence customer serviceAbility to meet assigned deadlines; meet and or exceed quality goalsAbility to handle high volume transaction inquiries and maintain quality expectationsAbility to work ANY schedule in a 24-7 call center.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION AND/OR EXPERIENCE REQUIRED FOR THE POSITION: Some College Courses Preferred. High School Diploma/GED RequiredCERTIFICATIONS, LICENSES, REGISTRATIONS REQUIRED FOR THE POSITION: n/aREASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.MATHMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.Job Type: Full-timePay: From $13.00 per hourBenefits:401(k)Dental insuranceHealth insurancePaid time offSchedule:8 hour shiftApplication Question(s):Do you have any Travel or Hospitality Industry experience? If so, please advise a short summary:Education:High school or equivalent (Preferred)Experience:Customer Service: 1 year (Required)Work Location:One locationWork Remotely:Temporarily due to COVID-19