Areas of Responsibility:
Ensure routine calls are processed in adherence to established policies and procedures, utilizing Carlson’s One-Stop Resolution process. Place outgoing calls on behalf of customers to resolve issues. Maintain open communication with property managers and owners. Maintain confidentiality of proprietary information and protect company assets. Provide members with program information, assist with site navigation, maintain and update member information. Provide exceptional support for members of Club Carlson’s Loyalty program for Carlson Hotels.
Knowledge of systems and promotions
Sense of urgency
Passion and enthusiasm
Excellent Verbal and written communication
Ability to make independent decisions, immediately resolve issues without unnecessary guidance or supervision; takes the initiative and responsibility to address difficult issues and problems when they arise. Understand and relay program information and promotions. Investigate and resolve issues with customer accounts. Ability to use social media and respond professionally though online mediums.
Education: High School Education required. Some college preferred.
Experience: 1 to 3 years of Customer Care or Customer Service experience
Typing: Minimum 20 WPM
Systems: CSA, Curtis-C, Axim, and Brand websites
This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of Carlson Hotels.