Supervisor Customer Care

Our dedication to excellence is recognized and celebrated by some outstanding accolades including being named to Newsweek’s Most Loved Workplaces list in 2021, a Stevie American Business Awards Gold winner for Company of the Year in Hospitality and Leisure, ranked a top company by LinkedIn in Travel & Hospitality on its 2022 Top Companies Industry Edition list and becoming a Great Place to Work® certified company, earning our 2022 certification.

This position will be responsible for supervising all aspects of the Customer Care Department to include coaching, training, monitoring answer %, and implementing the policies and guidelines of the department. The Supervisor will manage the Customer Care Team to increase efficiency within the department and ensure outstanding service for all of our customers. We are looking for a leader who has a consistent record of building and motivating strong teams, while being able to be proactive in developing new strategies to increase performance. The Supervisor will need to be a team player that is well-versed in leading employees.

The ideal candidate for this position will:

• Be an experienced, dynamic, talented, customer service focused, energetic, enthusiastic, and positive in nature
• Have the ability to communicate with a diverse team to motivate individuals to achieve specific goals.
• Be able to multi-task in a fast paced Call Center environment providing support where the primary objective is the customer care representatives and the customers
• Assist Customer Care Representatives with day-to-day activities and provide them with guidance and motivation. Train, track daily production & attendance, coach and performance develop team according to production standards. Handle all escalated requests, whether via written correspondence or via phone.
• Understand monthly goals and track progress throughout the month.
• Take over escalated guest calls to fix issues and provide guest satisfaction.
• Manage revenue by making sure the proper fees are being charged consistently including upgrades, 45 day and change fee’s, and all holiday and extra night charges.
• Maintain side file for each team member on individual team (job description, comp plan, error logs, comments) and keep updated as new information is received.
• Monitor and provide feedback on phone calls for customer care representatives.
• Assist other departments and fill in as Supervisor on duty whenever needed.
• Assist with team payroll, performance manage missed pushes, pay corrections, etc…
• Responsible for creating monthly strategies with individual team and the overall team to accomplish monthly goals.
• Handle all administrative work from the team in a timely manner.
• Ensure the privacy and security of confidential information regarding guests.
• Maintain an upbeat, positive and motivated demeanor, especially when interacting with Hilton guests, coworkers, and managers.