Multi-Channel Guest Support Specialist

Aramark; Stone Mountain (GA); On-site; USD 42,000 - 54,000; Full time

Job summary

Aramark is seeking an Accommodations Coordinator II in the Stone Mountain, GA area to provide top-tier support to customers and assist less experienced teammates. You will be the first line of defense for general questions or supervision needs, handling day-to-day inquiries across phone, chat, email, and fax.

The role involves acting as a product expert on Aramark properties and systems, facilitating training, and coordinating updates with sales floor staff.

Qualifications

• Two years of related experience required.
• A high school diploma or GED equivalent is required.
• Extensive experience using reservation systems.
• Excellent problem solving, complaint resolution and negotiation skills.
• High level of attention to detail.
• Able to respond to customer inquiries carefully and completely.
• Must demonstrate self-motivation and initiative by taking ownership when resolving issues and completing assignments with minimal direction from others.
• Can learn quickly and adapt to change in a fast-paced and driven culture.
• Excellent verbal and written communication skills with the ability to interact in a patient, courteous, clear, and comprehensive manner.
• Outstanding keyboarding/typing and computer skills.
• Demonstrates outstanding habits of dependability and attendance.

Responsibilities

• Provides assistance to less seasoned team members who have general questions or require a supervisor on duty to resolve complex guest issues.
• Acts as a product expert on Aramark’s properties, systems, policies and procedures.
• Assists Training with classroom facilitation during new hire training as needed.
• Aids in communicating property, system, policy, and procedure updates to sales floor.
• Acts as a main POC for property field leaders to ensure the needs of all guests are satisfactorily met; applies sound judgment to provide effective solutions when handling situations of high importance.
• Works collaboratively with Training, IT, Rates & Inventory, and Sales & Marketing to resolve issues.
• Provide feedback and communicate needs that impact sales efficiency and the guest experience
• Handles all off-phone activity including, but not limited to, Service Recovery, Cancel/Fax paperwork, booking errors, and property voice mails
• Provides overflow multi-channel support (inbound phone, live chat, e-mail, and fax) during times of peak contact volume.
• Assists with miscellaneous projects as requested by the leadership team.
• At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for our employees and for our customers. In order to meet our commitments, job duties may change or new ones may be assigned without formal notice.

Skills

Two years related experience

High school diploma or GED

Reservation systems experience

Problem solving

Attention to detail

Communication skills

Self-motivation

Adaptability

Typing / keyboard skills

Dependability

Education

High school diploma or GED

Job description

Aramark is seeking an Accommodations Coordinator II in the Stone Mountain, GA area to provide top-tier support to customers and assist less experienced teammates. You will be the first line of defense for general questions or supervision needs, handling day-to-day inquiries across phone, chat, email, and fax.

The role involves acting as a product expert on Aramark properties and systems, facilitating training, and coordinating updates with sales floor staff.