Customer Care Advisor Remote or On-Site

Do you have a passion for helping others and are you drawn to the world of luxury travel, tourism and hospitality?  Consider joining our customer-focused, highly respected team as our newest Customer Care Advisor, where you’ll be answering calls and emails with the creative solutions our guests are seeking. 

What is in it for you: 

• Company paid Benefits, with comprehensive medical and dental coverage to take care of you and your family 
• Perks including very attractive discounted rates to visit our iconic properties worldwide,  company matching Pension Plan, an annual wellness subsidy, 13 paid statutory holidays yearly, 2 weeks paid vacation and free on-site parking 
• The opportunity to work with our diverse team in Moncton and our global community of members, creating memories and connecting people and cultures
• Ongoing training and learning to continuously grow your expertise 

Location and Remote Information:  

• We are accepting applications for onsite positions at our centre in Moncton, and we offer a Remote (work from home) option for applicants who live outside the Greater Moncton area.
• To be considered for a remote position you must be located  one of the following Canadian provinces: New Brunswick, Nova Scotia,  Prince Edward Island or Quebec, and you must able to attend up to 5 weeks of onsite training in Moncton (accommodations available for qualified candidates)  
• For candidates from Quebec, fluency in both French and English is required
• For remote positions must have a suitable high speed internet connection.  All computer equipment is provided for colleagues working from home

What you will be doing:  

• Responding to calls and emails from our guests, colleagues and hotels in an unscripted environment, where we are known as "Heartists”.  Everything we do comes from the heart, and you have the freedom be creative in your guest conversations
• Assessing each situation, using good judgement, gathering information, making sound decisions and responding with creative solutions
• Considering customer needs and sharing insight/feedback received through interactions with the stakeholders involved
• Maintaining accurate records using various software programs

Your experience, skills and availability include:

• Fluency in English is required, and fluency in French is an asset (Candidates from Quebec must be fluently bilingual)
• Excellent communication skills, the ability to write and speak to guests professionally
• Able to commit to a schedule that involves evenings, weekends and holidays
• Seasoned and experienced in handling a range of  customer issues or requests
• Creative problem-solving and decision-making skills, a proactive and a strong team player
• An exemplary positive attitude and a passion for offering unparalleled customer service
• Computer proficiency with an excellent knowledge of Microsoft Office and Internet browsers is required, and knowledge of Salesforce is an asset
• A minimum of 2  years customer service experience in a business environment

Your team and working environment:

The Customer Care Team is a close-knit team of experts who take pride in providing luxury customer service for all of our guests.  We work collaboratively to ensure a seamless experience for our members and a fulfilling and fun working environment for our team.
 

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.