Lodging Support Services - Lead Agent

Responsibilities:
- Partner with peers and Supervisor to ensure departmental metrics are achieved during assigned shift (i.e. ABR%, Urgent/Future Relo & SAM queue SLA's, etc.)
- Effectively communicate, mentor and set goals with Lodging Support Services Supervisor
- Maintain a high level of internal customer satisfaction by using professional, positive communication skills
- Handle escalated customer issues as needed
- Perform audits on guest relocations, hotel absorptions amounts, guest compensation amounts and SAM type cases closed
- Provide ongoing feedback, training, and development to team
- Identify and recommend process improvements as needed
- Calibrate daily with peers, trainer, and Supervisor to ensure consistency in processes and training.
- Anticipates needs; identifies opportunities that result in decreased costs and inefficiencies.
- Maintain and promotes excellent client relations by managing a prompt and accurate response to email and phone communications from suppliers and market managers.
- Other duties as assigned by Supervisor / Manager
Requirements:

- Min 6 months to one year experience as a Lodging Support Services Agent performing HPS and SAM functions is a must.External candidates with proven leadership experience and having Hotel/Industry/Call Centre background would be considered as well.
- Escalated customer service experience
- Comprehensive leadership background with a focus on team building and
quality
- Excellent written and communication skills a must
- Very detailed oriented
- Outstanding customer service skills and phone skills
- The ability to communicate effectively at all levels from executive management
to individual contributor.
- Strong, proactive follow-up skills and administering of Travel Policies.
- Credit card processing experience and terminology knowledge highly desired.
- Excellent research and documentation skills.
- The ability to multi-task with a high attention to detail.
- The ability to excel in a fast paced, constant changing environment.
- Flexibility and willingness to assist where and when needed as directed by
management.
- Previous experience working with or managing a team
- Ability to work extra hour as needed.
- Reliability is a must.
- Ability to work ANY shift and/or assigned to any queue(s) as and when required
- Strong computer skills with extensive use of MS Office
- College degree preferred.

*LI-TS1

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