PRIMARY PURPOSE:

As a Customer Care Operator, you will set the stage for guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW moments and memories they will carry with them far beyond their stay with us.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Answer inbound telephone calls where transactions range from call transfers and overhead paging to guest wake-up calls and message delivery
• Prepare and handle a high volume of repetitive customer interactions over the telephone in a fast-paced environment
• Provide customers with a clear picture of products and services, always leading the call without failing to listen to the voice of the customer
• Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated
• Provide important observations gathered from many customer interactions, offering suggestions to improve process, product or service offerings

KNOWLEDGE, SKILLS, AND ABILITIES:

• Effective and persuasive interpersonal styles/methods of communication to obtain customer acceptance for the purchase of services
• Able to effectively communicate in English, in both written and verbal forms
• Ability to work under pressure
• Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
• Ability to multi-task and work well in a fast paced, team-oriented environment
• Basic knowledge of computer software to include Outlook, MS Word, Excel, and PowerPoint
• Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail
• Effective listening abilities with strong judgment skills
• Ability to type 35 words per minute
• Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts

MINIMUM REQUIREMENTS:

• No minimum requirement

Location: