Guest Services Call center Representative

Guest Services Call center Representative Location Westborough, MA :

*Shift is Tuesday through Saturday 9am-5pm*

Position Summary:

We are looking for a Guest Service Call Center Representative that will be the liaison between our company and its current guests. The successful candidate will be able to accept ownership for effectively solving guest issues, complaints and inquiries; keeping guest satisfaction at the core of every decision and behavior. They will be responsible for maintaining a high level of professionalism with guests and working to establish a positive rapport with every caller. In this role the guest service representative will take incoming guest calls and emails regarding service questions, product opportunities, and general guest concerns.

Responsibilities:

• Managing large amounts of inbound communication in a timely manner
• Handle guest inquiries via phone and email
• Research required information using available resources
• Manage and resolve guest complaints
• Provide guests with product and service information
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up on guest calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs and produce call reports

Working Relationships:

JOB REQUIREMENTS & QUALIFICATIONS

Minimum Education: High school diploma/GED required

Preferred Education: Associate degree in a business related field preferred

Minimum Experience:

• Proficiency with PCs, Microsoft Office Suite and general intranet navigation
• Three years of demonstrated excellence in a customer service role

Preferred Experience:

• Previous inbound/outbound call center experience

Soft Skills/Other:

• Guest Service Mentality
• Data entry and typing skills
• Strong phone skills
• Problem Solving
• Ability to multi-task, set priorities and manage time effectively
• Detail-orientated
• Adaptability to different personality types
• Excellent verbal and written communication skills
• Proficient in relevant computer applications
• Must be available to work nights, holidays, and weekends

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Free parking
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Work setting:

• In-person

Work Location: In person