Customer Service Specialist

Job Description

Role and Responsibilities

In this role, you will be the front line of support for our members, providing our unique brand of top-tier customer service. You will create a relationship of trust and loyalty, and increase member retention as we expand globally, with a long-term growth and expansion goal of providing 24/7 live support.

Customer Success:

• Support members through various modalities, including heavy phone use and written communication; you must be an excellent and clear communicator with a passion for helping people.
• Manage day to day member requests through our proprietary app and unique service model. Demonstrate top level customer service and responsiveness on all interactions, quickly resolving or getting issues to the appropriate team for resolution.
• Treat every interaction with professionalism and sincere concern for the outcome; provide a memorably positive experience.
• Ensure total customer satisfaction and a flawless overall experience. Bring feedback and share insights with the team and your direct manager to ensure our success.
• Maintain product knowledge and help members and prospects learn about offerings which support them; help them to easily add, upgrade, or drop add-ons that are no longer needed.
• Own resolution of issues; escalate complex issues with white glove service and follow through to completion.
• Collaborate on issue resolution with internal teams including Property Operations, Accounting, Marketing, and Technology; create strong working relationships internally.
• Participate in rollout of company/marketing initiatives. Assist with related duties as requested.

Qualifications and Education Requirements

Bachelor’s degree

Technical proficiency with online tools like Zoom, Google Meet, or Webex, as well as MS Office. You should be comfortable working with and learning new technology solutions.

2+ years of related experience in hospitality, Customer Experience, or sales/service-related role

Strong interpersonal skills, empathy, and emotional intelligence

Ability to problem-solve; exceptional verbal and written communication skills

Skills

Exposure to subscription and renewal-based business processes, upselling, cross-selling and Customer Experience best practices

Proven record of driving customer satisfaction and enhancing customer experience