Business Lodging Account Manager

Alacrity Solutions

Business Lodging Account Manager

Alacrity Solutions is a full end-to-end provider delivering streamlined insurance claims, repair, and recovery solutions. As one of the largest independent providers of insurance claims services in North America, we provide property, auto, heavy equipment, and casualty claims management services. Our staffing capabilities, temporary housing services, managed repair network, and subrogation services support a fully integrated solution for all your needs from first notice of loss through completion of repairs.By assembling the best service providers through strategic acquisitions and relying on the right talent, Alacrity Solutions provides consistent, professional, and scalable services throughout the entire claim handling and resolution process.To learn more, visitwww.AlacritySolutions.com.

Summary/objective

This position is responsible for managing, developing and nurturing Alacrity’s relationship with our current Business Lodging clients. This role is a remote-based position.

Essential functions (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.)

• Build and maintain positive relationships with customers and our vendors alike
• Facilitate the sales process to include developing sales solutions, closing sales opportunities, negotiating pricing, and providing outstanding customer service and follow-up
• Partner with Operations in providing a customer experience that exceeds the customer's expectations
• Respond to incoming requests and leads for Business Lodging clients
• Responsible for taking calls and placing Business Lodging clients in hotels
• Offer hotel options to Business Lodging customers after determining their requirements and expectations
• Provide accurate information regarding hotels, pricing, and availability
• Confirm client reservations
• Verify hotel has received our reservation and has all the needed payment information on file
• Timely and accurate data entry
• Check other various items to ensure data entry correct, rates accurate, IATA on file to confirm if reservations are commissionable
• Return emails and voicemails in a timely manner
• Verify move in calls for hotels daily
• Maintain quality control and handle Customer Care Issues
• Respond and follow up on any move in and/or move out issues
• Respond and follow up on any questions regarding billing and invoicing
• Respond to hotel questions and concerns thoroughly and timely
• Escalate issues to the Business Lodging Manager, as needed
• Respond to reservation emails for Business Lodging Safe Stays clients and confirm reservation details
• Meet all client Service Level Agreement metrics
• Daily file auditing
• Problem solving
• Retrieval of folios and additional information from hotels, when needed
• Process improvement, system testing, team building, and any other duties requested by management
• Other Responsibilities May Include (but are not limited to):
• Responding and replying to new referrals and placements
• Taking over the Manager’s job duties when they are unavailable.
• Assisting with the team members’ job duties when they are unavailable
• Assisting other team members and departments with tasks and placements, as volume dictates
• Assisting with company and client reports, as needed
• Job has no responsibility for the supervision of others.
• Perform other projects and tasks as required

Competencies

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Proficiency with MS Office and Internet Explorer with remote office set up
• Excellent customer service skills
• Excellent communication skills, both written and verbal, with the ability to identify key issues, evaluate facts and recommend appropriate action
• Strong attention to detail and organizational skills
• Handles pressure and fast paced environment well
  
  

Pay Range

$45,000 - $48,000

Work Hours

10:00 AM - 7:00 PM CST, Monday through Friday

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Remote employees are expected to be available and communicative during scheduled work hours.

Physical & Mental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged requirement to sit whilst completing computer and desk-based tasks
• Must be available during the core hours of 7:00AM to 7:00PM CST. During any THD designated catastrophe you may be required to work additional hours including evenings and weekends
  
  

Travel required

• Must be able to travel for required training and team building which may include overnight stays in a hotel.
  
  

Required education and experience

• Relocation, Management or Hotel experience preferred
  
  

Preferred education and experience

• Bachelor’s degree in business, communications, hospitality, or related field preferred
  
  

Additional eligibility requirements

• N/A
  
  

Affirmative Action/EEO statement

Alacrity is an equal opportunity employer and is committed to providing employees with a work environment free of discrimination and harassment. All decisions pertaining to an employee’s employment are made without regard to race, color, religion, sex (including sexual orientation, pregnancy, childbirth), gender, gender identity or expression, age, national origin, ancestry, physical or mental disability, medical condition, reproductive health decisions, veteran’s status, genetic information, creed, marital status, disability, citizenship status, or any other characteristic protected by applicable law.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Alacrity Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, please refer to our EEO policy.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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