Customer Support Specialist / Live Chat Agent - The Ellison Hotel

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Requirements:

• High school diploma or equivalent; degree in hospitality or customer service related field preferred.
• Proven experience in a customer service or support role, preferably in a remote setting.
• Excellent written communication skills with a professional tone.
• Strong problem-solving skills and the ability to work independently.
• Familiarity with live chat software and CRM tools is a plus.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Passion for customer service and a commitment to exceeding guest expectations.

Responsibilities:

• Provide prompt and professional responses to guest inquiries via live chat.
• Assist guests with reservation modifications and cancellations.
• Resolve customer complaints and issues with empathy and effective problem-solving strategies.
• Provide information about hotel services, policies, and local attractions.
• Document guest interactions and maintain accurate records in the system.
• Work collaboratively with other departments to ensure guest satisfaction.
• Stay informed about hotel promotions and offerings to effectively assist guests.