BOS Analyst

As a guest specialist, you will answer incoming calls from guests, employees, etc. You will also respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. You will be a member of the Guest Relations team, assisting callers over the phone. The successful candidate will be able to accept ownership for effectively solving guests’ complaints and inquiries. This candidate will keep customer satisfaction at the core of every decision and behavior, while projecting a professional company image through voice and online interactions.

• Answer all incoming calls.
• Manage a high volume of inbound calls promptly
• 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

· Knowledge of customer service practices and principles

· Excellent data entry and typing skills

· Superior active listening, verbal, phone, and written communication skills

· Ability to handle stressful situations appropriately

· Familiarity with CRM systems and practices

· Proficient in relevant computer applications

· Customer focus and adaptability to different personality types

· Ability to multitask, set priorities, and manage time effectively

· In-depth knowledge of a company’s products and/or services

· Comfortable working in a fast-paced environment

· Adaptability and flexibility

Education

· High School Diploma or Equivalent, Req

· Associate’s Degree, Pref

Work Experience

· 1 to 3 years of experience in a call center environment, Req

· Quick service, franchise operations, hospitality industry experience, Pref