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Posted by: TRochelle in , , ,

As part of the Customer Care group, you will maximize customer satisfaction by utilizing the HHonors frequent traveler database and other resources available to respond to incoming telephone calls and/or written inquiries from members pertaining to their accounts, promotional mailings and statements, point accruals, redemption and other aspects of the HHonors program

To be successful in this role you must be able to provide excellent customer service at all times to all external and internal customers with a focus on reservation sales ensuring that the highest occupancy and sales are achieved

The primary responsibilities of Customer Service Coordinator include:
• Answers incoming telephone calls and provides accurate information to Hilton HHonors members. Maximizes number of calls taken on a daily basis, and services calls while consistently meeting all minimum performance Key Performance Indicators (KPI's).
• Responds to member requests in a friendly manner and follows up to ensure satisfaction.
• Performs data entry by enrolling new members and posting missing stays in computer database.
• Issues rewards and reissues membership materials upon request.
• Contacts individual properties, when appropriate, to address matters relating to member accounts while improving the program’s effectiveness by providing effective communication and feedback in surveys and quality quizzes.

Basic Qualifications
•High school diploma, general education degree (GED), or any other combination of education, training or experience that provides the required knowledge, skills and abilities.
•Minimum one (1) year of customer service and/or inbound telephone call center experience required.

Preferred Qualifications
•Working knowledge of Microsoft Windows and Microsoft Office Products, especially Outlook, Word and Excel preferred.
•Customer contact experience in the travel and hospitality industry is preferred


Additional Information --
In addition to the Basic Qualifications outlined above, this position requires the following:

• Have a home office environment that is professional, safe, and free from background noise and distractions

• Dedicated home phone with ability to RECEIVE local calls from the 972 area code and 770 exchange. This phone line may NOT be through a VoIP service (i.e.; Vonage, Skype, etc.)

• High speed Internet connection (wireless is not permitted)

• Intel x86 compatible Personal Computer (PC) or laptop- prefer less than 5 yrs old (Apple Macintosh is not supported) with:
- 512mb Ram (memory)
- Functioning internal or external drive for burning CD’s
- Functioning sound / sound card
- Keyboard and mouse
- Monitor - preferably an LCD flat panel. A CRT may work but the screen will flicker.

• PC / laptop must be able to boot and complete the Equipment Evaluation CD (this will be reviewed if you advance to the next step of the pre-screening/ hiring process)

• Post training schedules will vary but will primarily consist of evening hours, and will likely include weekends and most holidays.

• Coordinator must be able to come on-site during scheduled shift as required for training and/or operational needs

• Training will be conducted on-site at our facility on a full-time basis for five (5) consecutive weeks as follows:
- Three (3) weeks of on-site classroom training Monday - Friday, 11:00 AM to 7:30 PM, from Monday, August 17, through Friday, September 4, 2009.
- One (1) week of on-site "Nesting" (taking live calls) Tuesday - Saturday, 11:00 AM to 7:30 PM, from Tuesday, September 8, through Saturday, September 12, 2009.
- One (1) week of on-site and at home "On-the-Job" Training (OJT) Tuesday - Saturday, 11:00 AM to 7:30 PM, from Tuesday, September 15, through Saturday, September 19, 2009.

• Nest and OJT training days may vary during holiday weeks, and are subject to change based on business needs.

• Perfect attendance, without any absences or tardies, is mandatory.

• Completes On-the-Job Training (OJT), as needed
• Participates in any project or program as directed
• Assist Member Services during Low Call Volume
• Assists Diamond VIP Desk on an overflow basis
• Actively participates in recurrent training and employee feedback sessions, including providing unsolicited feedback to offer suggestions for improving the customer experience.
• Continuously increases knowledge about all on-going Hilton promotions by using the promo database

• Orientation will be held on Wednesday, August 12, 2009. Note: Orientation is mandatory and paid.
• Customer Service hours of operation are 5:00 am CT to 1:30 am CT, 7 days a week
• Starting salary for this position is $9.25 per hour (Wage during training is $7.25 per hour).

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This entry was posted on Wednesday, July 15, 2009 and is filed under , , , . You can leave a response and follow any responses to this entry through the Subscribe to: Post Comments (Atom) .


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