Customer Service Specialist

We have a full-time/part-time opening for a Customer Service Specialist.

Must be able to work various shifts per week.

• Must have a high school diploma or equivalent.
• Be authorized to work in the United States.

POSITION PURPOSE

Responsible for providing excellent customer service and maintaining strong professional relationships.  Assists customers with reservations, advises of status of reservations, furnishes information on hotel facilities, and sends product literature. Courteously and promptly resolves customer questions and problems or properly refers them to appropriate personnel.  Completes related records, reports, and documentation.  Performs miscellaneous clerical duties as required.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1.             Assumes responsibility for the accurate entry of customer reservations.

a.             Receives reservations by phone, fax, and mail.

b.             Processes reservations, enters into computer and provides additional information.

c.             Acknowledges faxed and mailed reservations.  Verifies pricing, discounts, billing information. Notifies customers of room features and anticipated availability.

d.             Maintains files.

e.             Researches and resolves problems.

f.             Sends information to customers. 

2.             Assumes responsibility for effectively performing miscellaneous customer service functions.

a.             Check in and out customers.

b.             Processes customer payments and post applicable charges.

c.             Informs customers of credit holds.

d.             Conducts customer surveys and interact with guest regarding their stay.

3.             Assumes responsibility for establishing and maintaining professional working relations with customers.

a.             Resolves questions, requests, and problems promptly and courteously.

b.             Keeps customers informed of Company policies, procedures, and status of their accounts.

c.             Politely obtains and conveys information as needed.

d.             Maintains the Company's professional reputation.

e.             Provides superior customer service.

4.             Assumes responsibility for establishing and maintaining effective working relations, communication, and coordination with Company personnel and management.

a.             Assists and supports area personnel as needed.

b.             Coordinates with the Accounting Department regarding customer credit status.

c.             Keeps management informed of area activities and of any significant problems.

d.             Attends and participates in meetings as required.

PERFORMANCE MEASUREMENTS

1.             Customer service is accurate, prompt, and courteous. 

2.             Files are correct, current, and well maintained.  Required reports and records are complete and timely.

3.             Customer problems are politely and quickly researched and resolved.  Professional business relations exist with customers and assistance is provided as needed.

4.             Effective working relations exist with Company personnel.  Assistance is provided as needed.

5.             Management is appropriately informed of area activities.

QUALIFICATIONS

Education/Certification:        High school graduate or equivalent.

Required Knowledge:              Knowledge of Company products and sales policies and procedures.

Experience Required:              Customer service and data entry experience preferred.

Skills/Abilities:                             Excellent communications and public relations skills.

                                                                Well organized.

                                                                Attentive to detail.

                                                                Willingness to assist others.

                                                                Strong typing abilities.

                                                                Able to use PC, calculator, and office equipment.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Finger Dexterity:                        Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Talking:                                             Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing:                        Able to hear average or normal conversations and receive ordinary information.

Repetitive Motions:                    Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities:        Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

Physical Strength:                    Standing most of the time.  Exerts up to 10 lbs. of force occasionally.  (Almost all office jobs.)

WORKING CONDITIONS

None:                                                   No hazardous or significantly unpleasant conditions.  (Such as in a typical office.)

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability:                       Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.

Mathematics Ability:                  Ability to perform basic math skills, use decimals to compute ratios and percents, and to draw and interpret graphs.

Language Ability:                        Ability to use passive vocabulary of 5,000-6,000 words; to read at a slow rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.  

Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. 

Ability to communicate in complex sentences; using normal word order with present and past tenses; using a good vocabulary.