Hotel Tonight Specialists support our customers by ensuring our follow up procedures are being adhered to, escalated cases are handled with empathy and professionalism, high-level case decisions are made with both the business and user experience being taken into consideration, our partner teams are supported and coached in the moment. The CX specialist will utilize a variety of available tools to navigate, research, and review each situation and to communicate effective solutions

Responsibilities

• Provide guidance on difficult cases, high-risk situations, and coach to appropriate resolutions for HotelTonight customers and hotel partners.
• Handle escalated calls, and emails with the highest degree of courtesy and professionalism while balancing the financial impact to the business.
• Meet performance expectations regularly and own time management efficiently to deal with different types of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholder management, etc).
• Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in HotelTonight.
• Fostering an empowering environment by coaching more junior agents and supporting decision making that will drive timely resolutions and/or positive guest experiences
• Support both users and hotels to resolve inventory, billing and booking issues in a non-scripted environment - ensuring a flawless guest experience and a swift resolution
• Make judgment calls in high-pressure situations while leaving customers delighted
• Respond to escalated issues both directly from the customer as well as from other departments.
• Utilize the various software to navigate customer information and current policies
• Act as a brand ambassador and live HotelTonight and Airbnb company values in every interaction
• Maintain a positive and professional attitude toward customers and colleagues at all times. Contribute to a positive work environment throughout all communications with global teammates, manager, and all other departments.
• Support our customers and CX goals by answering calls, or emails when wait times are longer than usual and service levels are below goal.
• Additional duties as assigned

Qualifications

• Learning with Agility: You efficiently analyze new challenges, and quickly learn the additional skills and techniques needed to succeed. You proactively seek out opportunities to improve. You're versatile, and open to change when there's a better way. You learn from past mistakes and accomplishments. You're a cereal entrepreneur who is comfortable experimenting or reversing course.
• Managing Time Efficiently: You value time, and use it effectively and efficiently. You prioritize correctly, focusing your efforts on the things that are most important. You plan ahead, structure your day, and adapt your environment to make the best use of your time. You stay organized to ensure successful multitasking.
• Welcoming Ambiguity: You handle unexpected change with grace. You ask questions and seek to understand the reasons for change, while consciously avoiding assumptions of negative intent. You can effectively articulate the need for change and encourage optimism in those around you. You're consistently able to perform at a high level, even during times of uncertainty. You trust your instincts and your ability to learn from past experiences, and you can confidently move forward even when you don't have all of the details. 
• Solving problems: You quickly identify root causes as well as subtle, hidden issues. You use logic to propose effective solutions to a variety of problems. You dig deeper and utilize all available resources to reach the best possible solution. You voice feedback and utilize creativity to propose original solutions, and don't stop at the first, most obvious, answers. You understand when cutting your losses is the best solution, and can explain why.

Requirements

• 2+ years of experience providing customer support
• Strong verbal (phone, meeting and presentation), written (email, chat, reporting), and interpersonal communication skills
• Passion for providing customers an exceptional experience while driving for results.
  Solid judgment and a strong moral compass.
• Excellent interpersonal and communication skills, both written and spoken, to help our community in a tactful and diplomatic manner.
• Calm and Empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.