You will be part of the Guest Relations team, assisting callers over the phone and responding to online complaints and web forms through email and phone. The Guest Specialist is responsible for supporting the inbound team by answering both guest and employee calls as needed, handling inquiries, managing complaints, troubleshooting customer service issues, and providing accurate information. The successful candidate will take ownership of effectively resolving guests’ concerns and questions, keeping customer satisfaction at the core of every decision and interaction, while projecting a professional company image through both voice and online communication.
Answer all incoming calls.
Manage a high volume of inbound calls in a timely manner.
Keep records of all conversations in our case database (Guest Focus).
Manage and resolve complaints.
Identify and escalate issues to stores, brands, and/or management as needed.
Provide product and service information.
Provide basic mobile application and technical assistance.
Research required information using available resources.
Research, identify, and resolve complaints using applicable software.
Document all call information according to standard operating procedures.
Recognize, document, and alert the management team of trends in calls.
Meet personal and team qualitative and quantitative targets.
Excellent communication skills, both verbal and written, with a professional and empathetic tone.
Ability to resolve complaints effectively while maintaining high levels of customer satisfaction.
Strong organizational skills and attention to detail when documenting interactions and following procedures.
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