Customer Service Representative - Hotel & Housing Services (Hybrid) | Bilingual Spanish

Corpay; St. Charles (IL); Hybrid; USD 57,308,000 - 68,770,000; Full time

Job summary

Corpay is seeking a Hotel Coordinator for the ALE Solutions division in St. Charles, IL. You will place insured families into hotel and/or vacation rental accommodations, coordinate bookings, and communicate abatement and payment details to families and adjusters as needed.

The role requires office-based work with a hybrid schedule after training; in-office 2 days per week and up to 3 days remote. Strong organization, communication, and computer skills with Excel/Outlook are valued.

Qualifications

• High school diploma or equivalent preferred.
• 2+ years of job-related experience preferred.
• Computer proficiency in Microsoft Office Excel, Word, and Outlook.
• ACT program experience is a plus.
• Excellent verbal & written communication skills, be very organized, have strong problem-solving skills, be able to multitask, and be a team player.
• Attention to detail and accuracy are critical skills for this position.
• Exhibits strong business acumen and sound judgment.
• Able to establish and maintain healthy working relationships among team members in the course of work.

Responsibilities

• Contact insured families and confirm information to book a hotel.
• Explain abatement and payment processes clearly.
• Search for hotels or rentals using various sources and confirm with families.
• Notify relevant personnel if approval is needed by an adjuster.
• Call hotels or use booking tools to secure reservations and negotiate rates.
• Update ACT with reservation details and notes.
• Ensure rates and THA documents are signed and returned.
• Assist families with abatement payments and check-in/check-out statuses.

Skills

Verbal & written communication

Organizational skills

Multitasking

Team player

Attention to detail

Problem solving

Business acumen

Relationship building

Coworker assistance

Education

High school diploma or equivalent

Tools

Excel

Word

Outlook

ACT

Job description

Pay rate: $20.00 to $24.00 per hour (Plus incentives)

Employment type: Direct hire

Schedule: Mid-shift

What We Need

Corpay is currently looking to hire a Hotel Coordinator within our ALE Solutions division. This position falls under our Lodging line of business and is located in St. Charles, IL. In this role, you will place insured families into hotel and/or vacation rental accommodations. You will report directly to the Hotel Operations Supervisor.

How We Work

As a Hotel Coordinator you will be expected to work in an office environment. Corpay will set you up for success by providing:

• Assigned workspace in Saint Charles, IL office
• Formal hands on training
• Hybrid Schedule (2 days required in office, 3 days allowed to work from home once fully trained)

Role Responsibilities

The responsibilities of the role will include:

• Contacting the insured family and confirming information to book a hotel
• Explaining the abatement and payment process to ensure thorough comprehension
• Searching for a hotel or rental using Hotel Database/Rental Websites/Internet/Direct Connect & confirm with family if the hotel or presented rental is acceptable
• Notifying the NAM if approval is needed by an adjuster for hotel rates or additional fees/requests from the insured family
• Calling the hotel directly or using online booking tools to secure a reservation for families, negotiating rates when necessary
• Informing the hotel of (if any) needed involvement in the abatement payment process
• Adding our travel agent number (IATA/ARC #) to every booking
• Updating ACT with details of hotel reservations
• E-faxing Rate Agreement to the hotel and the THA for the insured to sign
• Ensuring the insured pays the abatement directly to ALE Solutions using our CCAF
• Calling the insured family with the confirmation number and confirming the hotel is booked
• Calling the Hotel to confirm that the hotel received the necessary paperwork for check-in
• Updating ACT with all necessary notes regarding conversations with hotels and insured families; updating all tabs to reflect the current status of the insured family’s file
• Ensuring that Rate Agreements and THA’s are signed and returned in a timely manner and noted in ACT received
• Ensuring abatement payments are received and processed in accordance with the Abatement tab in ACT
• Calling Hotels and confirming check-in and check-out statuses of all families assigned
• Setting up the E-File cabinet for each insured family booked in a hotel
• E-Filing all necessary paperwork for the file
• Setting tasks for yourself in regard to check-out, paperwork, extensions, folios, and abatement follow-up
• Performing all necessary file maintenance such as extensions, relocation requests, call-aheads, etc.,
• Handling and calculating deductibles and low limits, along with abatements
• Handling upset or sensitive escalations, including unique situations (i.e., bed bugs, insured being asked to leave, police activity etc.)
• Assisting in answering the Hotel Department phones
• Performing other duties as assigned

Qualifications & Skills

• High school diploma or equivalent preferred
• 2+ years of job-related experience preferred
• Computer proficiency in Microsoft Office Excel, Word, and Outlook
• ACT program experience is a plus
• Excellent verbal & written communication skills, be very organized, have strong problem-solving skills, be able to multitask, and be a team player
• Attention to detail and accuracy are critical skills for this position
• Exhibits strong business acumen and sound judgment
• Able to establish and maintain healthy working relationships among team members in the course of work
• Ability to assist coworkers with tasks
• Hospitality industry experience is highly encouraged
• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401 (k) plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e., wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all qualified applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

Pay Transparency

• This salary range is provided for locationswhich require such disclosure. Where a position or applicant may fall in a particular wage range depends on a number of factors including but not limited to skill sets, experience training licenses and certifications (if applicable), and other business and organization needs. The disclosed range has not been adjusted for the applicable geographic markets. At Corpay it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions depend on the facts and circumstances of each case. The estimate of the minimum and maximum salary range is $20-24.
• For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEOC and Pay Transparency.