Customer Service Agent

Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States and Canada. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their “uniquely local” community in order to curate exciting, approachable and local travel experiences for guests.

The Customer Service Representative serves within a high volume financial shared services environment supporting an exciting collection of hotel properties across North America. This team member operates within a call center environment and is in constant communication with guests via phone, email, and/or online chat portals regarding billing inquires and disputes of hotel charges. The Customer Service Representative works collaboratively with other shared services and hotel team members to ensure our guests’ needs are addressed quickly and to their satisfaction. Achievement of daily, weekly, and monthly excellence targets while delivering extraordinary customer service to our guests and clients is of utmost importance. The Customer Service Representative reports to the Billing Services Manager.

Job Specific Duties

• Upholds all company and industry standards pertaining to PCI compliance, guest confidentiality and accounting best practices
• Strengthens brand loyalty by providing excellent service delivery consistent with that provided by our teams at the hotels
• Builds strong relationships with hotel Finance and Operations team members to ensure excellent communication enabling timely resolution to guest concerns
• Maintains readiness in call queue system to ensure minimum wait time for callers
• Communicates directly with guests and clients of the hotels via phone, email, and online chat portals
• Responds to requests for guest/client billing information, to include hotel folios and disputed charges
• Collaborates with other Billing Services and hotel team members to research and resolve guest billing disputes
• Makes adjustments or corrections to guest accounts as needed
• Records all activity in call ticketing system
• Accountable for achievement of metrics and targets associated with the position
• Regular attendance in conformance with standards
• May be required to work varying schedules to reflect business needs
• Required to attend all training sessions and meetings
• Ability to perform “Physical Requirements” as explained below
• Other duties as assigned
  
  

Qualifications

• Ability to work cooperatively with others
• Ability to maintain confidentiality
• Ability to read, write and speak English effectively
• Ability to communicate effectively both written and verbally
• Ability to work effectively, maintain composure and make decisions in stressful situations
• Ability to organize workload, adapt quickly to change, and deliver under the pressure of deadlines
• Ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel
• Proficiency in windows-based computer programs to include e-mail, internet and word processing applications
• Strong computer skills and ability to learn new computer applications
• General knowledge of mathematics and accounting principles
  
  

Preferred:

• Education: High School Diploma or GED equivalent
• Experience: 1-2 years customer-facing work experience in a hospitality or finance environment