Job Description

The purpose of this job is to respond to call center incoming calls and emails ensuring a superior guest experience.

Essential Functions

• Respond to all incoming phone calls and emails received by the Guest Services department resulting in resolution or escalation
• Accept parking reservations and process payment for various services offered
• Maintain a working knowledge of all policies and procedures within the Guest Services department as well as other departments within the company
• Maintain knowledge of all services offered at company Travel Centers
• Maintain working knowledge of all company software aligned with guest or team member needs
• Model behaviors that support the company’s common purpose; ensure guests and team members are supported at the highest level
• Ensure all activities are in compliance with rules, regulations, policies, and procedures
• Complete other duties as assigned

Qualifications

• High school diploma or equivalent certification required
• Experience in retail operations or call center preferred
• Intermediate Microsoft Office skills
• Bi-lingual in Spanish preferred
• Ability to manage negative guest sentiment while maintaining a positive and high-energy work environment
• Ability to handle difficult issues and complaints while exemplifying guest service
• Problem solving skills
• Written and verbal communication skills
• Strong guest service skills and the ability to exhibit empathy
• Ability to adapt to change and willingness to take on new tasks
• Strong interpersonal skills
• Champion change
• Demonstrate a passion for delivering a positive customer experience
• Demonstrate professionalism and expertise in an ever-changing environment

Additional Information

• Medical, Dental, and Vision insurance
• Adoption Assistance
• Flexible Spending Account
• Extensive Training Program