Customer Support Specialist - Live Chat Agent for Exceptional Guest Experiences in the USA (Remote)
About Us Welcome to The Ellison Hotel, where we pride ourselves on delivering outstanding hospitality experiences to our guests. Our team is dedicated to providing exceptional service, and we're looking for a talented Customer Support Specialist / Live Chat Agent to join our remote team in the USA. As a key member of our customer support team, you will play a vital role in ensuring that our guests receive the highest level of service, from initial inquiry to check-out. Job Summary We're seeking a highly skilled and enthusiastic Customer Support Specialist / Live Chat Agent to provide top-notch support to our guests through live chat. As a Customer Support Specialist / Live Chat Agent at The Ellison Hotel, you will be responsible for handling a wide range of guest inquiries, resolving issues, and providing information about our hotel services, policies, and local attractions. If you're passionate about delivering exceptional customer experiences, tech-savvy, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity. Key Responsibilities Provide Exceptional Live Chat Support: Respond promptly and professionally to guest inquiries via live chat, ensuring that their questions are answered and concerns are addressed in a timely and efficient manner. Reservation Support: Assist guests with reservation modifications and cancellations, providing clear and concise information about our hotel's policies and procedures. Issue Resolution: Resolve customer complaints and issues with empathy and effective problem-solving strategies, escalating complex issues to senior team members as needed. Information and Referrals: Provide information about hotel services, policies, and local attractions, helping guests make informed decisions about their stay. Accurate Record-Keeping: Document guest interactions and maintain accurate records in our system, ensuring that all relevant information is up-to-date and easily accessible. Collaboration and Communication: Work collaboratively with other departments to ensure guest satisfaction, sharing relevant information and feedback to drive continuous improvement. Stay Informed: Stay up-to-date about hotel promotions and offerings, effectively communicating these to guests and encouraging them to take advantage of our services. Requirements and Qualifications Essential Qualifications: Education: High school diploma or equivalent required; degree in hospitality or customer service related field preferred. Experience: Proven experience in a customer service or support role, preferably in a remote setting. Communication Skills: Excellent written communication skills with a professional tone, ensuring that all interactions with guests are clear, concise, and respectful. Problem-Solving Skills: Strong problem-solving skills and the ability to work independently, resolving issues and addressing concerns in a timely and effective manner. Technical Skills: Familiarity with live chat software and CRM tools is a plus, as well as the ability to quickly learn and adapt to new technologies. Preferred Qualifications: Hospitality Experience: Previous experience in the hospitality industry, providing exceptional customer service to guests in a hotel or similar setting. Multitasking and Time Management: Ability to multitask and manage time effectively in a fast-paced environment, prioritizing tasks and meeting deadlines. Passion for Customer Service: A genuine passion for delivering exceptional customer experiences, with a commitment to exceeding guest expectations. What We Offer Compensation and Benefits: We offer a competitive salary, as well as a comprehensive benefits package that includes: Opportunities for Career Growth: Professional development and growth opportunities, including training and mentorship programs. Flexible Work Arrangements: Remote work arrangements, providing the flexibility to work from home or a preferred location. Recognition and Rewards: Regular recognition and rewards for outstanding performance, including bonuses and incentives. Comprehensive Benefits Package: A comprehensive benefits package, including health, dental, and vision insurance, as well as paid time off and holidays. Our Culture and Work Environment At The Ellison Hotel, we're proud of our supportive and dynamic team culture. We value: Collaboration and Teamwork: Collaboration and teamwork, working together to achieve common goals and deliver exceptional guest experiences. Innovation and Creativity: Innovation and creativity, encouraging team members to share ideas and suggestions for improvement. Recognition and Feedback: Regular recognition and feedback, providing opportunities for growth and development. Work-Life Balance: Work-life balance, prioritizing the well-being and happiness of our team members. How to Apply If you're passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, and take the first step towards a rewarding new role. Conclusion As a Customer Support Specialist / Live Chat Agent at The Ellison Hotel, you will play a vital role in delivering exceptional guest experiences and driving customer satisfaction. If you're a motivated and enthusiastic individual with a passion for customer service, we encourage you to apply for this exciting opportunity. Join our team and take the first step towards a rewarding new role, making a significant impact on the success of our hotel. Apply for this job