What are the responsibilities and job description for the Customer Care Specialist position at Travelclick?
The Customer Care Rep provides technical support on our reservation, web, and business intelligence products directly to our hotel customers via email, and phone. They must determine root cause of issues, resolving on the first attempt if possible, accurately documenting case issues in our CRM (Salesforce.com)
Principal Responsibilities :
Provide efficient and prompt customer follow-up on unresolved issues. Coordinate efforts with other support teams when necessary
Research existing processes using knowledge base software and available job aids
Utilize previous hospitality and customer services experience and the provided process flows and be able to apply that knowledge to trouble shoot issues and assist customers
Complete all training requirements resulting from ongoing quality monitoring assessments
Ensure Quality processes and customer satisfaction on all customer interactions
Educate customers on the TravelClick products and training resources available
Identify and communicate critical issues quickly and escalate to appropriate points of contact
Keep up-to-date with frequently changing processes and procedures
Perform other duties as assigned
Skills & Requirements
Desired Skills & Experience :
Two years of Customer Service experience required, preferably in the Hospitality Industry
Support / Help Desk or Issue Resolution experience required
Customer facing experience through live phone and email contact
Must type a minimum of 35 WPM and be proficient in Microsoft Word, Excel and Outlook and CRM utilization
Analytical problem-solver with talent for identifying root causes and understanding complex work processes which are used to resolve customer issues and able to make solid judgment calls when new or unexpected situations arise
Exceptional listener and communicator who effectively conveys information verbally and in writing
Flexible team player who thrives in environments requiring ability to effectively prioritize and manage multiple concurrent projects
Personable professional who is a relationship-builder and who excels at building trusting relationships with customers and colleagues
Ability, patience and self confidence to work with inexperienced or frustrated customers who may not be familiar with our products or procedures
Process driven problem solver with ability to follow directions and process flows and must display sound judgment and common sense
Consistently energetic performer with an upbeat, positive attitude that will show through to our customers
Education :
Bachelor's degree or relevant experience preferred
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