Customer Care Representative

Customer Service Representative Provides exceptional support to customers by addressing inquiries, resolving issues, and ensuring a positive experience. They communicate effectively, handle complaints professionally, and assist in maintaining customer satisfaction and loyalty. Essential Duties and Responsibilities: Respond promptly and professionally to customer inquiries via phone, email, or chat. Provide accurate information about products, services, and policies. Resolve customer issues and complaints effectively, escalating complex cases when necessary. Maintain detailed records of customer interactions and transactions. Follow up with customers to ensure their concerns are addressed and satisfaction is achieved. Collaborate with other departments to resolve issues and improve service quality. Uphold company policies and procedures while maintaining a positive attitude. Identify opportunities to enhance customer experience and suggest improvements. Meet or exceed performance targets related to customer satisfaction and response times. Stay updated on product knowledge, company updates, and industry trends. Qualifications and Skills: Hotel experience preferred. Ability to effectively deal with guest and associate concerns in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions. Ability to access, read and accurately input information using a moderately complex computer system to include software such as Microsoft Office Suite. Ability to make accurate mathematical calculations using 10-key. Must have analytical ability to assess reservation trends and make related decisions. Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc. Compensation: Tipped/Service Charge Eligible? No Discretionary Performance Bonus Eligible? No Benefits: HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status. HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Created: 2026-03-10