Customer Care Specialist/Technical Support US-FL-Orlando Job ID 2019-2890
Hospitality - Hotel
Information Technology (IT)
Customer Care Specialist/Technical Support
Job Locations US-FL-Orlando Job ID 2019-2890 Category Customer Experience
The Customer Care Specialist provides technical support for products including TravelClick's Central Reservation System, Business Intelligence solutions, and web products, directly to our global hotel customers via email, and phone. Our Customer Care Specialists investigate technical issues and handle cases through resolution. They must determine root cause of issues, resolving on the first attempt if possible, accurately documenting case issues in our CRM (Salesforce.com).
This is a full-time position, the shifts will be between 8:00AM-8:00PM EST. Customer Care Specialists must have the flexibility to work any day of the week, including weekends.
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
High School Diploma/GED required
6+ months of experience in Customer Service
Support/ Help Desk or Issue Resolution experience required
Must type a minimum of 35 WPM
Knowledge of Microsoft Word, Excel and Outlook (Intermediate)
Knowledge of CRM systems
Availability to work nights and weekends
Bachelor’s degree preferred
2+ years of Customer Service experience, preferably in the Hospitality Industry
Customer facing experience through live phone and email contact
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
“All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.”
Join our outstanding global team and take your career to new heights at TravelClick. Become an integral part of our important mission to help more than 25,000 customers around the globe make better business decisions and to know, acquire, convert and retain guests. Help us to continuously improve our award-winning suite of solutions, provide better insights through our unique data and improve results for our hotel customers.
Whether you work from one of our offices across the globe or remotely, at TravelClick you will be challenged to achieve things you never thought possible.
Work with a team of innovators and like-minded results-oriented team members in the exciting hospitality industry. Thrive in a truly global environment and collaborate within a supportive culture with a team that cares about you, your unique skills and goals for the future.
At TravelClick, we are always looking for smart, energetic and hardworking people to join our team. We guarantee you’ll be challenged, grow and meet people from across the globe. It won’t always be easy but it will be fun and rewarding. And if you are like us, you wouldn’t want it any other way.