Loews Hotels & Co
Customer Service Representative (Bilingual)
Loews Hotels & Co, Nashville, Tennessee, United States, 37247
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Customer Service Representative (Bilingual)
role at
Loews Hotels & Co.
Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one‑of‑a‑kind properties that go beyond Four Diamond standards and embrace their “uniquely local” community in order to curate exciting, approachable and local travel experiences for guests.
The Customer Service Representative serves within a high volume financial shared services environment supporting an exciting collection of hotel properties across North America. This team member operates within a call center environment and is in constant communication with guests via phone, email, and/or online chat portals regarding billing inquiries and disputes of hotel charges. The Customer Service Representative works collaboratively with other shared services and hotel team members to ensure our guests’ needs are addressed quickly and to their satisfaction. Achievement of daily, weekly, and monthly excellence targets while delivering extraordinary customer service to our guests and clients is of utmost importance. The Customer Service Representative reports to the Billing Services Manager.
Job Specific Duties
Upholds all company and industry standards pertaining to PCI compliance, guest confidentiality and accounting best practices
Strengthens brand loyalty by providing excellent service delivery consistent with that provided by our teams at the hotels
Builds strong relationships with hotel Finance and Operations team members to ensure excellent communication enabling timely resolution to guest concerns
Maintains readiness in call queue system to ensure minimum wait time for callers
Communicates directly with guests and clients of the hotels via phone, email, and online chat portals
Responds to requests for guest/client billing information, to include hotel folios and disputed charges
Collaborates with other Billing Services and hotel team members to research and resolve guest billing disputes
Makes adjustments or corrections to guest accounts as needed
Records all activity in call ticketing system
Accountable for achievement of metrics and targets associated with the position
Regular attendance in conformance with standards
May be required to work varying schedules to reflect business needs
Required to attend all training sessions and meetings
Ability to perform “Physical Requirements” as explained below
Other duties as assigned
Qualifications
Bilingual - English/Spanish
Ability to work cooperatively with others
Ability to maintain confidentiality
Ability to read, write and speak English effectively
Ability to communicate effectively both written and verbally
Ability to work effectively, maintain composure and make decisions in stressful situations
Ability to organize workload, adapt quickly to change, and deliver under the pressure of deadlines
Ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel
Proficiency in windows‑based computer programs to include e‑mail, internet and word processing applications
Strong computer skills and ability to learn new computer applications
General knowledge of mathematics and accounting principles
Preferred
Education: High School Diploma or GED equivalent
Experience: 1‑2 years customer‑facing work experience in a hospitality or finance environment
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Industries Hospitality
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Customer Service Representative (Bilingual)
role at
Loews Hotels & Co.
Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one‑of‑a‑kind properties that go beyond Four Diamond standards and embrace their “uniquely local” community in order to curate exciting, approachable and local travel experiences for guests.
The Customer Service Representative serves within a high volume financial shared services environment supporting an exciting collection of hotel properties across North America. This team member operates within a call center environment and is in constant communication with guests via phone, email, and/or online chat portals regarding billing inquiries and disputes of hotel charges. The Customer Service Representative works collaboratively with other shared services and hotel team members to ensure our guests’ needs are addressed quickly and to their satisfaction. Achievement of daily, weekly, and monthly excellence targets while delivering extraordinary customer service to our guests and clients is of utmost importance. The Customer Service Representative reports to the Billing Services Manager.
Job Specific Duties
Upholds all company and industry standards pertaining to PCI compliance, guest confidentiality and accounting best practices
Strengthens brand loyalty by providing excellent service delivery consistent with that provided by our teams at the hotels
Builds strong relationships with hotel Finance and Operations team members to ensure excellent communication enabling timely resolution to guest concerns
Maintains readiness in call queue system to ensure minimum wait time for callers
Communicates directly with guests and clients of the hotels via phone, email, and online chat portals
Responds to requests for guest/client billing information, to include hotel folios and disputed charges
Collaborates with other Billing Services and hotel team members to research and resolve guest billing disputes
Makes adjustments or corrections to guest accounts as needed
Records all activity in call ticketing system
Accountable for achievement of metrics and targets associated with the position
Regular attendance in conformance with standards
May be required to work varying schedules to reflect business needs
Required to attend all training sessions and meetings
Ability to perform “Physical Requirements” as explained below
Other duties as assigned
Qualifications
Bilingual - English/Spanish
Ability to work cooperatively with others
Ability to maintain confidentiality
Ability to read, write and speak English effectively
Ability to communicate effectively both written and verbally
Ability to work effectively, maintain composure and make decisions in stressful situations
Ability to organize workload, adapt quickly to change, and deliver under the pressure of deadlines
Ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel
Proficiency in windows‑based computer programs to include e‑mail, internet and word processing applications
Strong computer skills and ability to learn new computer applications
General knowledge of mathematics and accounting principles
Preferred
Education: High School Diploma or GED equivalent
Experience: 1‑2 years customer‑facing work experience in a hospitality or finance environment
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Industries Hospitality
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