Contact Center Representative -Part-time - Maryland

Job Title

The overall goal of the Contact Center Representative is to ensure all communications (digital and audio) are handled in a timely, professional, and courteous manner while providing quality services to both guests and team members.

Compensation : $17.50 / hr

Fully On Site

Priority staffing : Various shifts available.

Must Have Weekend Availability

Responsibilities

Where You'll Make an Impact :

• Curating an exceptional guest experience for our internal and external guests alike.
• Handle incoming digital and audio interactions (chats, emails, SMS, voicemails, etc) as needed or directed.
• Master opportunities to upsell services and accommodations according to brand standards.
• Follow up with guests as needed or directed and help bring closure to any outstanding issues.
• Ability to deescalate issues in a calm and professional manner.
• Route calls to the appropriate person / department.
• Always maintain guest confidentiality when reviewing information.
• Promote a positive and productive environment within the department.
• Provide concierge type services to VIP guests for invite only and complimentary events.
• Communicate open work orders affecting in-house guests to the appropriate departments.
• Maintain knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
• Maintain full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service.
• Maintain knowledge and skill levels on property specific systems including but not limited to : HMS, Loyalty, QCI, Hotsos, Opentable, Talkdesk, Mitel, In Moment, etc.
• Other related duties as assigned.

Qualifications

Skills to Help You Succeed :

Must-Haves :

Physical Requirements :

What We Offer

Perks We Offer You

Life at Live!

Individuals chosen to be part of the Live! Team can expect :