Customer Service Rep 15 HR Plus Incentives - CEC Fall River - (2 (Fall River, MA)

Customer Service Rep 15 HR Plus Incentives - CEC Fall River - (2

Live Fully at Marriott International - 1 Leader in Hospitality At Marriott International you have the opportunity to grow in your career work with teammates that feel like family and help make our world a better place.CEC Fall River located at 1630 President Avenue Fall River MA 02720 is currently hiring a Customer Service Rep 15 HR Plus Incentives. Responsibilities include p> Serve guests from around the world as they embark on their travel journey. Create an effortless experience and build raving brand fans by answering questions about property facilities services and room accommodations to support our overall vision to be the world s favorite travel company. Handle incoming contacts for a variety of Marriott brands and assist customers with their booking needs or questions through preferred channels including voice email and chat. Responsibilities include processing reservation requests and support of basic loyalty and customer care requests. This role will identify guest reservation needs and follow sales techniques to maximize revenue. Ensure compliance with policies and procedures for special booking rules and requests loyalty guidelines and case management. Provide customer support through assistance and guidance in issue resolution and an open communication with Marriott properties related company contacts and third parties. Follow all company policies and procedures ensure personal appearance are clean and professional maintain confidentiality of proprietary information protect company assets protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards anticipate and address guests service needs assist individuals with disabilities thank guests with genuine appreciation. Speak with others using clear and professional language answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others support team to reach common goals listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. CRITICAL TASKS Policies and Procedures Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. Follow company and department policies and procedures. Perform other reasonable job duties as requested by Supervisors. Guest Relations Deliver an effortless customer experience by responding positively and timely to customer questions concerns and requests. Anticipate customer needs including asking questions to help discover sales opportunities and overcome objections based on knowing what your customer needs Provide a personalized service to our customers by recognizing and acknowledging status level and reason for travel Embrace loyalty and connect them to our brands or hotels at every opportunity. Support loyalty programs by enrolling customers at every opportunity. Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in one s voice using the customers name transferring calls to appropriate person department requesting permission before placing the customer on hold taking and relaying messages and allowing the customer to end the contact. Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guest s name when possible. Advocate for your customers and display a true spirit to serve Demonstrate a global understanding of our brands and embrace the diversity of our guests. Use your empowerment to solve complex escalated issues start with an apology and use First Contact Resolution while addressing customer service needs in a professional positive and timely manner Thank guests with genuine appreciation and provide a fond farewell. Engage guests in conversation regarding their stay property services and area attractions offerings. Follow proper escalation procedures when addressing guest concerns. Reservation Services Verify all reservation information with customers to ensure accuracy. Determine the most appropriate room type to meet guest requirements and maximize room rate. Explain guarantee and cancellation policies to customers. Describe room accommodations and benefit feature sale amenities to guests. Assign confirmation cancellation numbers and clearly relay this information to customers giving them the option of emailing and or faxing these numbers. Inform guests of rules and regulations regarding qualifying rates (e.g. government and special corporate rates and discounts). Input and access data in reservation system by entering correct information into proper fields. Process all single property Guest Email OTA reservation requests changes and cancellations received by phone email or chat. Responsible primarily for NTF (non-luxury) brands ARSO SRS passkey reservations Hotel Reservation Services (China). Dedicate or Key Accounts. Process relocations due to deactivation. Service Loyalty member accounts including loyalty account services missing stays customer care services password unlocks and resets. Understand Case Management essentials. Communication Share process for follow up on any guest case issues to ensure the guest knows what happens next. Utilize all resources to stay up to date with new standards initiated by CEC Speak to guests and co-workers using clear appropriate and professional language. Talk with and listen to other employees to effectively exchange information. Working with Others Support all co-workers and treat them with dignity and respect. Handle sensitive issues with employees and or guests with tact respect diplomacy and confidentiality. Quality Assurance Quality Improvement Handle customers with a First Call Resolution mindset based on your level of empowerment and where appropriate transfer for escalated handling of the customer issue. Comply with quality assurance expectations and standards. Efficiently navigate all systems. Physical Tasks Enter and locate work-related information using computers and or other methods. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. CRITICAL COMPETENCIES Analytical Skills Computer Skills Learning Interpersonal Skills Customer Service Orientation Interpersonal Skills Team Work Diversity Relations Communications Telephone Etiquette Skills English Language Proficiency Listening Communication Applied Reading Personal Attributes Integrity Dependability Positive Demeanor Sales Typing PREFERRED QUALIFICATIONS Education High school diploma G.E.D. equivalent Related Work Experience No related work experience is required Supervisory Experience No supervisory experience is required To apply now go to s jobs.marriott.com marriott jobs 21136765 lang en-us Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine DiversityInc and Great Places to Work Institute among others. Visit www.marriott.com careers to learn more about our workplace culture and career opportunities. Chat engage and follow us on social media. Facebook Twitter LinkedIn InstagramMarriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive people-first culture. We are committed to non-discrimination on any protected basis such as disability and veteran status or any other basis covered under applicable law.