Customer Support Representative

Position Customer Support Representative

FLSA Classification: Hourly, Non-Exempt

Reports to: Director, Customer Success

Schedule: Monday - Friday during regular business hours in your timezone

States Eligible for Hire: AK, AR, CO, DE, FL, ME, MA, MI, MN, NY, OH, OK, PA, SC, TX, UT, VA, WA

 

**PLEASE NOTE THAT WHILE THIS IS A REMOTE POSITION, YOUR FIRST WEEK OF TRAINING WILL BE IN PERSON**

 

Who We Are:

ThinkReservations is one of the leading hospitality technology platforms in the United States. With more than 2,000 businesses using our property management system, channel manager, booking engine, website design and digital marketing services, we are focused on bringing innovative tools and functionality that will allow our customers to pursue growth and deliver exceptional guest experiences. At ThinkReservations, we work together every day to be the top of mind choice in our industry as the all-in-one solution for our customers. 

Job Overview:

We’re looking for a Customer Support Representative to join our fully-remote team. This is the ideal role for an exceptional communicator who excels at improving a situation, can consistently keep a calm presence, and is fiercely passionate about going the extra mile to make customers’ lives better. 

Job Responsibilities:

• Support our clients via telephone, email, and online chat, to assist clients with queries, concerns, feedback, and issues in a warm, courteous, and professional manner.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. 
• Identify and employ the most efficient way to resolve concerns within set SLAs.
• Ensure that appropriate changes are made to resolve customers' problems. 
• Deescalate challenging situations and interactions to defuse situations to best help the client find a resolution or the best path forward.
• Set and maintain appropriate expectations and provide a consistent experience for clients that align with our support and services offered.
• Ensure customer satisfaction with our products, services, support, and facilitate consistent positive interactions with our clients and partners.
• Prioritize urgent and time-sensitive issues and collaborate with internal teams to resolve the situation to the client’s satisfaction within set SLAs.
• Assist clients with connecting integrations offered through our product.
• Assist clients with connecting 3rd party systems to our Channel Manager.
• Troubleshoot and help find resolutions with issues related to our products, services, and integrations.
• Stay updated and knowledgeable on our products and services.
• Manage administrative components of client accounts such as, but not limited to, updating client records and recording accurate and detailed notes.
• Maintain favorable metrics in handling tickets, calls, and customer satisfaction. 

Preferred Qualifications:

• 1+ year of experience with customer support or customer success, preferably in a B2B environment
• 1+ years of experience working with lodging property management software is preferred
• Strong listening and reading comprehension skills as well as the ability to relay information effectively in both oral and written form.
• A penchant for empathy, patience, and service with a customer focused mindset.
• Demonstrated experience solving complex problems through troubleshooting and appropriate decision making. 
• Exceptional time management skills with the ability to manage your own schedule to prioritize effectively and deliver results.
• Ability to adapt to changing situations and client needs and maintain composure and professionalism during customer interactions.    
• Experience with Customer Support Software, Project Management Software, Multimedia Conferencing Software, and Office Productivity Software a plus. Knowledge and hands-on experience with SalesForce a plus.   
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Professional proficiency in English written and oral communication is a must. 
• An area in your home with limited distractions that can act as a home office.
• Able to work on-call shifts

What ThinkReservations Can Offer You:

• Remote first working environment
• Company Medical Insurance - We cover 100% of the employee only premium on the base plan!
• Dental, Vision, Short Term Disability, and Life Insurance available at a group rate
• 15 days PTO which increases throughout your tenure!
• Paid Sick Time that is accrued per bi-weekly pay period 
• 8 Paid Company Holidays
• Bereavement, Voting and Parental Leave
• Access to 401K Company Plan
• Equipment stipend to help you set up your home office!
• A company provided computer with any associated technical equipment such as keyboard, mouse, external monitor, etc.