Customer Service Representative

Loews Reservations Center - Franklin, TN

Full-time - Entry Level

Franklin, TN

11-50 employees

About the position

The Customer Service Representative at Loews Reservations Center plays a crucial role in providing exceptional service to guests by handling billing inquiries and disputes in a high-volume call center environment. This position requires effective communication with guests via phone, email, and online chat, ensuring their needs are met promptly and satisfactorily. The representative collaborates with hotel finance and operations teams to resolve issues and maintain high standards of customer service, contributing to brand loyalty and guest satisfaction.

Responsibilities

• Upholds all company and industry standards pertaining to PCI compliance, guest confidentiality, and accounting best practices.
• Strengthens brand loyalty by providing excellent service delivery consistent with that provided by our teams at the hotels.
• Builds strong relationships with hotel Finance and Operations team members to ensure excellent communication enabling timely resolution to guest concerns.
• Maintains readiness in call queue system to ensure minimum wait time for callers.
• Communicates directly with guests and clients of the hotels via phone, email, and online chat portals.
• Responds to requests for guest/client billing information, including hotel folios and disputed charges.
• Collaborates with other Billing Services and hotel team members to research and resolve guest billing disputes.
• Makes adjustments or corrections to guest accounts as needed.
• Records all activity in call ticketing system.
• Accountable for achievement of metrics and targets associated with the position.
• Regular attendance in conformance with standards.
• May be required to work varying schedules to reflect business needs.
• Required to attend all training sessions and meetings.

Requirements

• High school diploma or GED equivalent.
• 1 year of customer-facing work experience in a hospitality or finance environment.
• Ability to work cooperatively with others.
• Ability to maintain confidentiality.
• Ability to read, write, and speak English effectively.
• Ability to communicate effectively both written and verbally.
• Ability to work effectively, maintain composure, and make decisions in stressful situations.
• Ability to organize workload, adapt quickly to change, and deliver under the pressure of deadlines.
• Ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel.
• Proficiency in windows-based computer programs including email, internet, and word processing applications.
• Strong computer skills and ability to learn new computer applications.
• General knowledge of mathematics and accounting principles.

Nice-to-haves

• 1-2 years customer-facing work experience in a hospitality or finance environment.