August 15, 2022
We are seeking a Support Associate responsible for providing effective support for all clients to ensure a positive user experience. The Support Team interacts with clients, suppliers, and guests to provide information and respond to questions before, during, and after their stay.
General Position Description
This role is involved in coordinating resolutions to service failure and concerns, by phone, within the ReloQuest platform, and by email.
Expert communication and listening skills are a must for this challenging and rewarding position which is often the “face” of the company. By listening effectively to find the root cause of issues, and communicating in a clear, effective, and friendly way, the Support Experience team can solve the issue and provide a positive experience to support, clients, and suppliers. This position may be at home, or in the office. Hiring for all shifts FT and PT weekends.
Support Associate Duties and Responsibilities
- Respond to support questions, concerns and manage supplier service issues in a timely manner
- Provide appropriate and correct feedback to clients/support/suppliers by identifying problems; researching answers; following and coordinating service issues from start to finish.
- Manage and prioritize multiple service requests simultaneously.
- Effectively coordinate with appropriate leader for assistance and guidance.
- Engage a positive attitude, even when faced with difficult situations.
- Process client/support requests according to established policies and procedures.
- Provide timely feedback to company management regarding challenges or customer concerns.
- Document the patterns and queries that may indicate a larger problem with specific suppliers or service that needs to be resolved.
- Remain involved in resolution until complete support satisfaction
- Improve system performance by identifying problems, recommending changes.
- Scheduled on-call
- Additional Support Associate duties as necessary
- Assist with pre-booking questions to ensure a smooth booking experience
Requirements
- College degree – BS, BA, Associates. Preferred, but not mandatory
- Previous customer service experiences a must
- Proficient in Excel, Word, PowerPoint, Email
- Computer experience and aptitude
- Problem-solving skills, and the ability to think under pressure
- Commitment to continual education about the company, products and services
- Hospitality, corporate housing or serviced apartment experience a plus
Key Traits
- Robust communication skills.
- Ability to work independently and with a team
- Able to stay dedicated to Company in a Home Office setting
- Willing to go the extra mile for clients.
- Organized, focused.
- Ability to work in fast paced environment.
- Commitment to accomplishing goals.
- Company loyalty and dedication
- Team Player