Customer Specialist

Job Summary:

The Guest Specialist will handle incoming calls from guests and employees, address inquiries, manage complaints, resolve customer service issues, and provide general information. The role involves troubleshooting, ensuring customer satisfaction, and maintaining a professional image in all interactions.

Responsibilities:

• Answer and manage high volumes of incoming calls.
• Log all conversations in the case database (Guest Focus).
• Resolve complaints and escalate issues when necessary.
• Provide product, service, and technical assistance.
• Research information and resolve issues using relevant software.
• Track trends in calls and inform management.
• Meet personal and team performance targets.

Skills & Experience:

• Knowledge of customer service principles and CRM systems.
• Strong communication, active listening, and typing skills.
• Ability to handle stressful situations, multitask, and manage time.
• Proficient in computer applications and adaptable to different personalities.
• In-depth knowledge of company products/services and fast-paced work environments.

Education & Experience:

• High School Diploma or equivalent required; Associate’s Degree preferred.
• 1-3 years of experience in a call center; experience in hospitality or franchise operations preferred.