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Customer Service Agent (nights) - ResortQuest by Wyndham Vacation Rentals

Wyndham Destinations
Fort Walton Beach, FL
15 days ago: Wyndham Destinations

Job Description

Envision your career with one of the world's largest vacation rental companies, Wyndham Vacation Rentals. With over 9,000 rental units and more than 2,500 associates across North America you'll discover the rewards of working in an energetic environment with caring colleagues. Wyndham Vacation Rentals is committed to an aggressive growth plan, and we are always seeking to hire top talent to help us deliver exceptional "Count on Me!" service to our customers.
Wyndham Vacation Rentals' full-time associates enjoy health benefits as well as a generous 401k plan and a paid time-off program.
The schedule for this position is as follows:
4pm-12am 5 days/wk, which will include 1 weekend day. Days off will be 1 weekend day and 1 weekday - usually not 2 days in a row, but you will have the same days off each week. These positions will start on June 3, 2019.
Responsible for answering all after-hour calls on the “check-in/emergency” phone lines; handling all complaints and problems from guests, consult with reservations and property managers as needed, plan and implement a solution to solve the guests concerns. Take necessary actions to satisfy the guest, including but not limited to, discounts, relocations, and complimentary accommodations. File shift reporting to the operations and reservations departments regarding the details of the call and the outcome, including instructions for the property, and any other follow-up necessary. Handle all manner of inquiries or assistance requested via inbound calls, chats and emails for new customers, existing guests, and owner inquiries; including processing of owner referrals and owner stays.

+ Initiate resolution or resolve customer complaints to include “after hours” check–ins and in house guest issues. When necessary, contact property representatives on-call for assistance or follow-up.
+ Answer reservations lines and general customer inquiries for multiple areas and regions as directed.
+ Process replies to e-mail inquiries and live chats.
+ Provide support to reservations skill group and other skill groups in terms of inbound inquiries, applicable reports, quality assurance and outbound calls as needed.
+ Contact unsatisfied guests and document feedback as needed.
+ Assist in maintaining a program to collect feedback and documentation of problems for research and historical purposes.
+ Keep property managers notified of all problems and actions taken during after-hours, including the how the problem was resolved. Document and communicate problems or concerns to operations and reservations management.
+ For owners; process referral bookings and owner stays. Also handle general owner inquiries and forward applicable inquiries property managers
+ Perform other duties as assigned.

+ High School diploma or equivalent required
+ Ability to multi-task and work in a fast paced environment
+ Excellent customer service skills
+ Working knowledge in everyday use of MS operating system
+ Easy use in navigating/using web browsers and multiple tabs within them
+ Use of email applications
+ Ability to use keyboard and mouse
Minimum 6 months in a work environment that included the following:

+ Telephone communication skills in service, sales or marketing,
+ Regular Interactions with customers that required ability to communicate in friendly, courteous and respectful manner,
+ Multi-tasking; performing work assignments while also interacting with customers
Envision your career with one of the worlds largest vacation rental companies, Wyndham Vacation Rentals. With over 9,000 rental units and more than 2,500 associates across North America youll discover the rewards of working in an energetic environment with caring colleagues. Wyndham Vacation Rentals is committed to an aggressive growth plan, and we are always seeking to hire top talent to help us deliver exceptional Count on Me! service to our customers.Wyndham Vacation Rentals full-time associates enjoy health benefits as well as a generous 401k plan and a paid time-off program.The schedule for this position is as follows:4pm-12am 5 days/wk, which...