Social Media/Guest Support Specialist

Job Description

Your mission (should you choose to accept it):

Offer world class customer support, be the voice of our brand and foster a strong relationship between our guests and their experience with us. Live on the frontlines, through phone, email, online chat or social media. Be an expert with knowledge answering customers questions, concerns or relieving confusion around a particular product or service. This is for the best of the best, so the awesome need only apply.

• Responsible for customer inquiries over the social media channels, reputation management sites, OTAs (Online Travel Agencies) and Medallia (guest surveys).
• Respond to comments, questions and reservation requests on our social media & reputation channels in a timely, friendly, and professional manner, to educate and create positive connections with our customer community.
• Maintain and become the brand voice and vision throughout all conversations.
• Maintain the highest level of professionalism while managing sensitive issues.
• Follow up frequently with customers throughout the life of their complaint to ensure resolution.
• Develop a friendly rapport with customers, often in 140 characters or less.
• Manage your time, recording it accurately and inputting it according to the company’s quality standards.
• Research complex and escalated situations and recommend solutions.
• Identify trends and communicate to lead agent.
• Meeting or exceeding performance targets.
• Help with side projects as needed.
• Stay up to date with organization’s social media activities such as company news and promotions.
• Other duties assigned

• Stellar customer service and/or social media skills – and an overwhelming desire to make lives better, one interaction at a time.
• Solid computer skills, being able to use monitoring & reporting tools and send emails like a champ.
• Knowledgeable in third-party tools such as Salesforce- Social Studio, Sprout Social, Medallia and Revinate. (Preferred, not required).
• Must have typing skills of at least fifty words per minute.
• Excellent communications skills, both written and verbal.
• Excellent spelling and grammar skills.
• Strong listening/comprehension skills.
• Conversational, patient and confident with the ability to stay composed and objective.
• Ability to complete all tasks with minimum supervision.
• Excellent problem-solving skills.
• Strong attention to detail and commitment to good service.
• Multitasking while multitasking while multitasking.
• Ability to work a flexible schedule including evening, weekends and holidays.· Positive attitude: We are a happy bunch, and would love to have more happy people come in and help us grow the business while having a great time.

Additional Information

All your information will be kept confidential according to EEO guidelines.