As a Customer Care Agent you are responsible for answering calls from direct mail inquiries and guests with open-dated packages who are calling to book packages and to arrange accommodations and tours for multiple property locations. Answer calls from guests who have booked packages who are wanting to make date changes, and respond to questions concerning their upcoming vacation. You must be able to up-sell and persuade guest to book certain property locations/months according to goals that are established. We are looking for a Customer Care Agent who is self- motivated, goal orientated, customer focused individual that problem solves to find the best solution for the customer.
The ideal candidate for this position will be an experienced, customer service focused, enthusiastic with a positive demeanor that works well within a team. The candidate must be able to multi-task in a fast paced environment.
- Receive calls from guest requesting to arrange dates to their open-dated package.
- Assist guests with inquiries relating to the package they have already purchased and information regarding their upcoming vacation.
- Provide complete and accurate information to guests on every telephone call. Especially information about tour presentation, accommodations, premiums and promotions.
- Confirm reservations, tour information, and details of the guest package.
- Take escalation calls diffusing the situation with guest when needed.
- Handle and resolve situations with dissatisfied guests in a timely manner.
- Receive calls from guests responding to direct mail, e-mail, and web advertising to sell dated and open-dated vacation packages.
- Assist management with special projects relating to customer service.
- Ensure the privacy and security of confidential information about guests.
- Maintain an upbeat, positive and motivated demeanor especially when interacting with Hilton guests, coworkers, and managers.
- Must be able to take Inbound calls for the entire shift with exception of assigned break times.
- Must be able to sit and work at a desk and on the phone for extended periods of time.