Reservation Specialist

Client Biography Bring your talents to a trusted company that represents a community marketplace for people to list, discover, and book unique accommodations around the world —online or from a mobile phone or tablet. This company connects people to unique travel experiences, at any price point, in more than 65,000 cities and 191 countries. With world-class customer service and a growing community of users, this is the easiest way for people to monetize their extra space and showcase it to an audience of millions. Your Role You will be involved in customer service calls with some technical and sales:

• Handle inbound calls and messages from guests and hosts with issues relating to activities such as website issues, profile issues, property issues, and more.
• Provide knowledgeable, friendly platform support to the worldwide community and properly resolve guest and host challenges as needed by phone and/or messaging
• Research and troubleshoots problems using available resources
• Escalate issues appropriately
• Respond professionally to inbound contacts, including urgent situations
• Compose thoughtful, articulate, and accurate messages

Skills

• Outstanding problem-solving and negotiation skills
• Strong mediation skills and experience working with users to identify best solution.
• Display patience, empathy, an ability to manage stress, the ability to work under pressure and adapt to adverse situations
• Skilled and efficient in writing and verbal communication
• Outstanding listening skills
• Providing knowledgeable, friendly and eloquent customer service
• Understanding how to navigate and efficiently use tools
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.
• Familiarity with ticketing systems
• Experience using online help resources to solve problems
• knowledge of Microsoft Office programs such as Outlook, Excel and word