Customer Service Representative

Primary Responsibilities

80%

Demonstrates professional customer service skills at all times, maintains an appropriate pace and positive/professional tone, demonstrates empathy and active listening skills, uses appropriate assisting statements, uses professional etiquette, and effectively controls calls. Uses problem-solving skills and efficient use of resources to identify guest issue quickly and correctly resolve issue. Uses appropriate escalation protocol, system changes, and account documentation to resolve guest concerns and log history. Effectively explains resolution to the caller and provides proper alternatives if unable to deliver the resolution guest is requesting. Multi-task navigating multiple technical resources to provide quick and accurate guest issue resolution.

20%

Ensure accurate data entry of transaction details necessary to complete daily telephone, chat, and email transactions while adhering to all event guidelines and business rules. Adheres to PCI compliance rules and regulations. Utilizes applicable resources, including but not limited to; Event Websites, Event Wiki pages, training materials, and Intranet. Delivers appropriate communication to internal teams to resolve guest issues and/or resolve technical trends reported by callers. Participate in meetings and training sessions as assigned. Escalate calls appropriately to supervisors to ensure overall customer satisfaction.

Qualifications

1. Bachelor's degree or equivalent customer service experience required. (Equivalent experience includes corporate environments, retail, travel/hotels, and service-oriented businesses.

2. Proven record with strong customer service skills; minimum one year experience in customer-facing role. Prior call center experience a plus.

3. Must be very detail oriented and have strong problem solving skills to research and resolve customer inquiries with minimal supervision.

4. Professional oral communication, written communication, and effective listening skills to ensure customers' understanding of and satisfaction with their travel arrangements.

5. Dependable - reliable and on time for all scheduled shifts

6. Strong MS Office skills (Word, Excel, PowerPoint) along with the technical aptitude to learn new technology.

DISCLAIMER: This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job.

Maritz offers a comprehensive benefits package for full-time employees including medical, dental, vision, life insurance, disability, 401k, tuition reimbursement, paid time off, and more! Part-time employees may qualify for medical, 401k, and paid time off depending on total hours worked. View all details at www.MaritzBenefits.com.

Maritz will only employ applicants who have authorization to work permanently in the U.S. This is not a position for which sponsorship will be provided. Those who need sponsorship for work authorization now or in the future are not eligible for hire. No calls or agencies please.

Maritz is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-636-827-9761 or by sending an email to peopleanddevelopment@maritz.com.