TravelClick

The Customer Care Rep provides technical support on our reservation, web, and business intelligence products directly to our hotel customers via email, and phone. They must determine root cause of issues, resolving on the first attempt if possible, accurately documenting case issues in our CRM (Salesforce.com)

Principal Responsibilities:

• Provide efficient and prompt customer follow-up on unresolved issues. Coordinate efforts with other support teams when necessary
• Research existing processes using knowledge base software and available job aids
• Utilize previous hospitality and customer services experience and the provided process flows and be able to apply that knowledge to trouble shoot issues and assist customers
• Complete all training requirements resulting from ongoing quality monitoring assessments
• Ensure Quality processes and customer satisfaction on all customer interactions
• Educate customers on the TravelClick products and training resources available
• Identify and communicate critical issues quickly and escalate to appropriate points of contact
• Keep up-to-date with frequently changing processes and procedures
• Perform other duties as assigned