Reservations & Customer Service Specialists - Hotel Reservations

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This role will be a liaison between our company and its current and potential worldwide customers with the purpose of retaining and growing specialty customer business.  Responsible for researching, resolving and responding to customers regarding their pre, during and post car rental experience.  Takes ownership for effectively resolving issues, complaints and inquiries from our high profile/valued corporate and other customers etc. Strives to keep customer satisfaction at the core of every decision and behavior to foster customer loyalty.

Essential Duties and Responsibilities:  

•  Accurately clarify, research and communicate information to provide options that fulfill customer needs in response to inquiries, requests and requirements related to new and existing car rental reservations.  As appropriate, cross sell ancillary products & services to obtain and grow revenue. 
•  Ensure that all interactions are in accordance with company policies and standards of customer service and professionalism. 
•  Accurately clarify, research and communicate information to provide and implement solutions in response to customer inquiries, requests and issues related to past and future car rentals. 
•  Accurately input required data into various company systems for tracking and retention of customer records.  
•  Provide highly accurate and prompt assistance, completion and processing of forms and/or reports related to reservation special handling requirements or requests. 
•  Coordinate forthcoming reservations and/or investigate customer service issues through telephone and email communication with field operations personnel. Ensure accurate and timely completion of adjustments for customers. Prepare communications to customers using professional standards of vocabulary and grammar. 
•  Participate in special projects and/or conduct various other duties as may be required or assigned. 

Qualifications:  

 Required Experience 

• High School diploma. Minimum of 2 years current related experience in a customer care environment or inside sales. 

 Required Knowledge, Skills and Abilities 

• Excellent verbal and written communication skills 
• Effective listening and telephone skills 
• Strong negotiation, decision making, and problem-solving skills  
• Strong analytical, mathematical skills and organizational skills 
• Advanced computer skills using MS Outlook, MS Office and multiple specialized applications. 
• Ability to handle complex customer issues while maintaining a positive attitude. 
• Ability to demonstrate strong initiative to exceed expectations. 
• Attention to detail, and ability to work independently and in teams. 
• Ability to speak read and write English fluently. 
• Regular and punctual attendance is required.