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The Customer Experience Specialist will handle escalated guest concerns and retention by phone, email or online chat. Making certain to listen effectively to find the root cause of issues, the CX Associate will communicate clearly in a friendly way to solve the issue, and complete follow up as required. Significant outbound call work required
Responsibilities:
· Handle guest concerns before, during and after a vacation is purchased and/or used.
· Deliver prompt and professional solutions for customer inquiries via direct contact, phone, email and online chat.
· Responds to customer inquiries/concerns by understanding inquiry; reviewing previous inquiries and responses; interact with contracted vendors, hotel/resort staff, etc. to gather and research information; assembling information; verifying customer’s understanding of information and implementing a prompt solution
· Records customer inquiries by documenting the issue and response in customer accounts. Report all resolutions for internal record keeping
· Improves quality of service by recommending improved processes and training opportunities
· Provide complete resolution to escalated guest concerns from a variety of channels including but not limited to the Better Business Bureau, Attorney General, Bluegreen surveys, internal and external executives, or other legal entities.
· Have a thorough understanding, and keep up with changes to systems, vacation offers, promotions, destinations, participation details and policy changes
Qualifications:
- High school diploma or equivalent (GED)
- 6 months of sales or customer service experience
- Must be able to multi-task and work in a fast-paced environment, handling multiple systems and projects simultaneously, and must be proficient with computers
- Must be friendly, helpful, patient and professional, even in challenging scenarios
- Strong written, verbal and interpersonal communication skills and have exemplary follow–up skills
- Excellent conflict resolution and negotiation skills. Outstanding ability to think through difficult situations and engineer creative solutions.
- Ability to be flexible with work schedule, including overtime, weekends and holidays
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Des avantages sociaux qui favorisent la santé et le bien-être financier des membres de l’équipe.
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Des rabais sur les voyages et les hôtels pour les membres de l’équipe, leur famille et leurs amis.
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Un équilibre sain entre vie professionnelle et vie privée avec congés pour des motifs personnels et horaires souples.
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Activités pour membres de l’équipe qui renforcent la camaraderie grâce à des activités amusantes.
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Une culture ouverte d’esprit engagée envers la diversité et l’inclusion.
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Des incitatifs pour les membres de l’équipe qui font preuve d’excellence chaque jour.
