Job Description for Customer Service Representative
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Customer Service Representative Summary
We are looking for a customer-oriented service representative.
What does a Customer Service Representative do?
A Customer Service Representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
About the role of Customer Service Representative
High school education and or relevant training and experience required. Additional education preferred
Must have excellent mathematical and computer skills
Must have a comprehensive knowledge of the English language to effectively communicate with guests and associates
Must have a comprehensive knowledge of all applicable Federal, state, and local health and safety regulations
Must have a comprehensive knowledge of service standards, guest relations, and etiquette
Monitor lobby traffic and control the flow of non-guests entering the hotel when needed
Accurately perform all cash handling and safety deposit box procedures
Have a full working knowledge and expertise of each shift including night audit
Ability to accurately use various office software
Transmit and receive messages using all communication avenues
Qualifications for Customer Service Representative
Customer focused with excellent customer service skills.
Experience with Opera PMS and/or Colleague Advantage is a plus but not required.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to access and accurately input information using a moderately complex computer system.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Ability to stand and move throughout front office and continuously perform essential job functions.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
You are not just a problem solver, but also a solution finder and will do anything to ensure the best experience for our guests
You have excellent oral, written, and interpersonal communication skills