Guest Service Representative

Headquartered in Los Angeles, California, Oakwood Worldwide is the world's largest provider of high-quality furnished and unfurnished accommodations. For over half a century, Oakwood has expanded into a multi-faceted business catering to a diversified global market. Our valued employees, who make up the Oakwood team, play a critical role in enabling Oakwood to achieve its steady record of success. At Oakwood, we recognize that our employees are vital in fulfilling our mission of delivering world-class service to our internal and external clients alike.

This position will be based out of Oakwood's office in Burbank.

The Guest Service Representative will deliver world class service through expert handling of our customers via email and phone. The Guest Service Representative is responsible for maintaining good personal and working relationships with internal and external clients, will act as a primary liaison to residents after move-in and will handle all customer service related issues.

If you'd like to work for a stable, international company that rewards, respects and supports its employments toward advancement, Oakwood could be the company for you!

RESPONSIBILITIES:

Receive incoming requests from our existing, valued residents on a daily basis

Respond to residents with a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information

Proactively build and maintain positive working relationships with the residents and the extended support team

Take ownership of escalated situations via email or phone and resolve them efficiently while ensuring customer satisfaction

Field resident complaints, conducting thorough research to develop the most effective solutions and negotiate results; listen and extend assistance in order to resolve problems

Communicate and coordinate regularly with district managers, account coordinators and Oakwood's Home Services division regarding service recovery needs, special requests and orders

Follow up on all resident service requests and close them in the system on a daily basis

Update job knowledge by studying Oakwood inventory and offerings; participate in educational opportunities

Play an active role in furniture orders and arrange utility vendor service including invoice preparation

Other responsibilities as assigned

QUALIFICATIONS:

This is an opportunity for a highly organized, detail oriented, resourceful person with strong communication and interpersonal skills. The ideal candidate must be comfortable multi-tasking and managing changing priorities.

Basic computer skills required; Outlook and Microsoft Word experience a plus

3-6 months previous experience in a customer service environment (call center experience preferred)

Oakwood Worldwide offers a very competitive compensation and benefits package. Along with competitive salary, the company offers medical, dental, vision, short and long-term disability insurance, tuition reimbursement, flexible spending accounts, paid vacation and sick leave, paid holidays, and a 401(k) plan.