Hotel Solutions Representative
St. Charles, IL, USA
Req #9912
Friday, October 25, 2024
We are the largest provider of temporary housing in the home insurance industry supporting thousands of families when they are unexpectedly displaced from their homes.
What We Need:
The Hotel Solutions Representative will act as a liaison for our customers providing available hotel options and expertise, booking families into hotels, and providing support during their stay resolving any emerging problems that our customers might face. Whether communicating by phone, text, email, or the app, you’ll assist customers with a broad range of requests from answering questions about hotel brands, amenities, and availability to guiding them to the appropriate properties and locations that meet their family’s needs. Our ideal candidates are patient, empathetic, and passionate when communicating with customers and are natural problem solvers. Must have hotel experience.
Essential Job Functions:
- Answer incoming calls, texts, and emails and make outbound calls to providers and customers to support in providing temporary housing arrangements, bookings, and sudden changes.
- Use listening skills and probing questions to identify the customer’s concerns and evaluate their needs.
- Interact with insureds, policyholders, adjusters, hotel partners, and other vendors to find custom solutions for our customers and achieve our value proposition as a service company.
- Apply expertise developed in training to find appropriate options based on insurance policy limitations, customer needs including accessibility needs, brand level, pricing, and availability.
- Provide ongoing support to the customer to ensure successful check-in, extensions, early departure, check-outs and billing, and other needs throughout their stay.
- Monitor, update, and maintain customer database with accurate customer information including file status, call details, booking confirmations, payment, signed agreements, and other required documentation.
- Troubleshoot any issues regarding quality, conditions, approval time frames, and any other hurdles on behalf of customers with a solutions-oriented focus to provide a “one and done” outcome for the customer.
- Multi-task across various activities to ensure a high level of customer support no matter which channel they choose to communicate through.
- Use strong communication skills to collaborate with team members and colleagues to manage customer needs and escalate for support to the Hotel Supervisor.
- Assist in taking and entering new claims submitted.
- Assist with projects as assigned by the Hotel Supervisor.
- Other duties as assigned.
Basic Knowledge and Skills:
- Two years of customer service experience.
- Computer proficiency in Microsoft Office Excel, Word, and Outlook.
- Excellent verbal, listening, and written communication skills.
- Be very organized and able to multitask, prioritize, and manage time efficiently.
- A natural passion for helping people, customer service, and problem-solving.
- You are a flexible, self-motivated teammate with a can-do approach who brings energy and enthusiasm to the role.
- Attention to detail and accuracy are critical skills for this position.
Other details:
- Job Family: Service
- Pay Type: Hourly
- Employment Indicator: Employee
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