Customer Service Agent - Universal

Cloud5 Communications; Alberta; Hybrid; CAD 22,000 - 25,000; Full time

Job summary

Cloud5 Communications is seeking a Customer Service Agent to deliver professional guest support via phone and email. You will handle inquiries about hotel offerings, assist with reservations, and pursue opportunities to increase bookings with personalized upsells.

In a fully remote role, you will need a quiet workspace, strong English communication, and the ability to meet performance targets while maintaining accuracy across booking systems.

Qualifications

• Strong written and verbal communication for email and phone support.
• Sales-oriented mindset with ability to identify opportunities and upsell.
• Excellent problem-solving, organizational, and attention-to-detail skills.
• Ability to manage multiple tasks in a remote setting with accuracy.

Responsibilities

• Respond to guest inquiries via phone, email, or chat with accurate information.
• Assist guests with booking, modifying, and cancelling reservations.
• Identify opportunities to secure bookings and promote room upgrades or promotions.
• Document guest interactions and reservation details across systems.

Skills

Communication

Sales oriented

Problem solving

Attention to detail

Multitasking

Independent remote work

Education

High School Diploma

Tools

Microsoft 365

Job description

# Customer Service Agent - UniversalHot JobFully Remote • NA, NB A1A 1A1; NA, AB A1A 1A1## OverviewSalary Range$16.40 - $16.40 HourlyLevelEntryPosition TypeFull TimeJob ShiftAnyEducation LevelHigh SchoolCategoryHospitality - Hotel## Customer Service Agent - UniversalRemote - Work from home New Brunswick or Alberta only***About the Company****Cloud5 Communications delivers exceptional customer experiences through managed IT services (MSP), innovative high-speed internet and network managed services, cloud-based telephony solutions, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world’s leading brands deliver outstanding guest experiences.***Position Summary**The Customer Service Agent is responsible for delivering professional guest support via phone and/or email. This role involves responding to inquiries, providing information about hotel offerings, and assisting guests with reservation bookings, changes, and cancellations while ensuring a positive customer experience.You will deliver a positive customer experience while identifying opportunities to increase bookings, recommend room upgrades and promotions, and enhance the guest’s stay. This role combines customer service, problem-solving, and sales. It requires strong communication skills, attention to detail, and the ability to understand guest needs and turn booking inquiries into confirmed reservations.**Work-from-Home Requirements**A dedicated, quiet, and private workspace with a door is required, along with an ergonomic desk and chair. Company-provided equipment must be connected to a surge protector and hard-wired to the modem directly or an approved network connection using high-speed internet. Wi-Fi and internet extenders are not permitted.Workspace setup and internet speed will be assessed to ensure compliance with work-from-home requirements ahead of successful hire.**Key Responsibilities*** Respond to guest inquiries through the assigned service channel, either phone, email and/or chat providing accurate information and professional, efficient assistance.* Answer questions about hotel properties, amenities, policies, reservations, and available services.* Assist guests with booking, modifying, and cancelling hotel reservations.* Identify opportunities to secure bookings and recommend relevant room upgrades, promotions, and additional offerings where appropriate.* Understand guest needs, address questions and concerns, and confidently respond to objections to help secure reservations when a sales opportunity exists.* Accurately document guest interactions and reservation details across booking systems and other required platforms.* Follow established service guidelines, booking procedures, and sales processes.* Maintain current knowledge of the assigned client’s brand, properties, promotions, and reservation policies.* Use tools such as softphone applications, email, web browsers, and internal systems as required for the role.* Meet established performance expectations related to service quality, productivity, accuracy, and sales performance.* Complete required training and remain current on procedures, systems, and client expectations.* Represent the client’s brand professionally in every guest interaction.**Other Duties**Responsibilities may evolve based on business needs. Additional duties may be assigned as required to support the business.## Qualifications**Required Qualifications*** Strong written communication skills for email-based positions and/or strong verbal communication skills for phone-based positions.* A customer-focused mindset and the ability to adapt communication style to different guest needs.* A sales-oriented approach, with the ability to identify opportunities, recommend relevant options, address objections, and secure bookings.* Strong problem-solving, organizational, and attention-to-detail skills.* The ability to manage multiple tasks and navigate computer systems efficiently while maintaining quality and accuracy.* The ability to work independently in a remote environment and contribute positively to a team.* Comfort working toward performance targets in a structured, metric-driven environment.* Proficiency with basic computer applications and web-based systems, including Microsoft 365.* A high school diploma or equivalent.* Ability to successfully complete a criminal record check, where required.* Legal authorization to work in Canada.**Language Requirements:** Fluency in English is required. Additional languages, including Spanish, are an asset where relevant to the position.**Preferred Qualifications*** Previous experience in a contact centre, customer service, sales, reservations, or hospitality environment.* Experience using booking systems, customer relationship management (CRM) tools, or other customer service platforms.* Experience working toward sales, service quality, or productivity targets.* Experience working independently in a remote or work-from-home environment.Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.