Guest Experience Specialist

REPORTS TO: Director of Customer Experience

HOURS: Full-time or part-time positions available

PAY/SALARY: $14 – $18 per hour (determined by experience)

General Job Overview:
The primary job of the Guest Experience Specialist is to make sure all calls coming into TTS are taken care of and receive excellent customer service!

Duties and Responsibilities:

• Serve as the FIRST “touch” our clients and guests have with our company.
• Answer all phone calls and distribute the calls to other co-workers as necessary.
• Answer each customer’s questions and provide additional caring guidance to them.
• Check all phone messages and emails and respond in a timely manner.
• Take hotel reservations, modifications and cancellations.
• Maintain a detailed database with entries showing all communications that require trackable notes.
• Offer all attendees upgrades and add-ons as they make reservations.
• Manage all incoming and outgoing mail.
• Other miscellaneous administrative duties as needed.

Required Skills/Traits:

• Must have patience with all customers and provide assistance in a genuine caring manner.
• Must be EXCELLENT at customer service. Must have a very POSITIVE demeanor and always act in a PROFESSIONAL manner when dealing with a customer.
• Pleasant phone voice.
• Ability to manage challenging situations, respond promptly to client needs, answers all client requests in a timely manner and develop solutions to real-time problems.
• Strength in multi-tasking – Must be able to handle multiple phones, projects and tasks at once.
• Detailed orientated – Requires proper tracking, note taking and reporting.
• Strong organizational skills required.
• Deadline driven – Must meet all deadlines and goals.
• Good communication skills – Must be a good communicator.
• Must be a self-starter/independent worker.
• Ability to balance individual and team responsibilities. Must be willing to show openness and acceptance to others, welcome feedback and support the company’s efforts to succeed as a whole.

Abilities and Experiences:

• Experience with Microsoft Word, Outlook and Excel is a must.
• Customer Service experience a benefit.
• Salary and benefits commensurate to education and experience.
• This job may require a non-compete agreement to be signed as a condition of employment.

This position is in-office only. Office location is 12910 Shelbyville Road, Louisville, KY 40243.
Remote positions are not available at this time.