H1 block for SEO

Start Your Hospitality Career with Wyndham Destinations

Job ID: 
1900231
Job Function: 
Call Center & Customer Service
Location: 
Bethany Beach, Delaware United States
Brand / Resort: 
ResortQuest by Wyndham Vacation Rentals
Schedule: 
Full-time

Full Time Customer Service Agent - ResortQuest Bethany Beach by Wyndham Vacation Rentals

08 Jan 2019

Summary

 

Responsible for answering customer service calls, processing payments and assisting customers with a wide range of general questions.  Assist with answering Reservations calls as needed, taking messages for someone to contact the customer.  Handle complaints and problems from guests/owners, consult with property managers as needed, plan and implement a solution to solve the customers concerns primarily by entering work orders in a complete and timely manner.  Handle general owner inquiries, including processing of owner blocks and work orders.  Remain knowledgeable of all company/department procedures in order to know how to properly route calls, community rules and amenities along with how each department works together in order to route calls properly.  A high focus on the customers experience is of the utmost importance.

 

Essential Job Functions

#

Responsibility

1

Follow proper phone etiquette procedures using the approved greeting, listening to the callers request, asking probing questions to determine the right solution, explain actions taken, thank them for calling and ensuring they are satisfied with the action

2

Adhere to call center phone standards, remain logged in and available at all time, unless on lunch, break or assisting an internal/external customer. 

3

Assist customers with general inquiries, (area/community information, booking process, arrival process, in-house issues, property management items etc.)  Initiate or resolve in-house customer complaints, process lost & found, and assist customers with remote check-in including generating KABA codes when needed and marking a guest as arrived or departed in the system.

4

Reply to all e-mails within a timely manner, including online owner blocks and service requests.

5

Process payments, check payment due dates, send letters and contracts as requested by the guest. 

6

Assist in-house customers with complaints, apologize for the issue, collect specific details, properly enter a work order and communicate with other departments as necessary. 

7

For owners; process owner blocks, including fees and housekeeping services by phone or email.  Also handle general owner inquiries and forward applicable inquiries to other departments as appropriate.

8

Provide support to reservations group in terms of taking messages when no one is available, answering general questions related to the booking and arrival process.

9

Assist in training of new customer service agents

10

Perform other duties as assigned.

 

Qualifications

Minimum Requirements and Qualifications

 

Education:

  • High School diploma or equivalent required

Knowledge and skills:

 

  • Ability to multi-task and work in a fast paced environment
  • Excellent customer service skills
  • Ability to complete all tasks/responsibilities as assigned by management
  • Ability to effectively communicate verbally & in writing
  • General computer skills

Technical Skills

  • Ability to multi-task and work in a fast paced environment

  • Excellent customer service skills

  • Ability to complete all tasks/responsibilities as assigned by management

  • Ability to effectively communicate verbally & in writing

  • General computer skills

  • Must know and comprehend the Reservation Software Procedure

Job experience

 

  • Minimum of 1 year of experience in Customer Service.  Proven telephone techniques and ability to service customers using a friendly, courteous and respectful telephone manner. 

 

  • Unless there is a legal requirement, experience will be accepted for the education requirement.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Copyrights

If you require a reasonable accommodation to complete an application please email your request to Mycareer@Wyn.com and provide the job title and location to which you are applying.

© 2006-2018 Wyndham Destinations Corporation. All rights reserved. Wyndham Destinations and affiliated brands and logos are service marks and/or registered trademarks of Wyndham Destinations or its subsidiaries in the United States and other countries.