Representative Guest Services

Job DescriptionThe purpose of this job is to respond to call center incoming calls and emails ensuring a superior guest experienceEssential FunctionsRespond to all incoming phone calls and emails received by the Guest Services department resulting in resolution or escalationAccept parking reservations and process payment for various services offeredMaintain a working knowledge of all policies and procedures within the Guest Services department as well as others departments within the companyMaintain knowledge of all services offered at company Travel CentersMaintain working knowledge of all company software aligned with guest or team member needsModel behaviors that support the company's common purpose; ensure guests and team members are supported at the highest levelEnsure all activities are in compliance with rules, regulations, policies and proceduresComplete other duties as assignedQualifications: QualificationsHigh school diploma or equivalent certification requiredExperience in retail operations or call center preferredIntermediate Microsoft Office skillsBi-lingual in Spanish preferred but not requiredAbility to manage negative guest sentiment while maintaining a positive and high-energy work environmentAbility to handle difficult issues and complaints while exemplifying guest serviceProblem solving skillsWritten and verbal communication skillsStrong guest service skills and the ability to exhibit empathyAbility to adapt to change and willingness to take on new tasksStrong interpersonal skillsChampion changeDemonstrate a passion for delivering a positive customer experienceDemonstrate professionalism and expertise in an ever-changing environmentAdditional InformationNation-wide Medical Plan/Dental/Vision401(k) and Flexible Spending AccountsEmployee Fuel DiscountAdoption AssistanceTuition ReimbursementOnsite Gym and CafeteriaWeekly PayAll your information will be kept confidential according to EEO guidelines