Representative Customer Care-KY

Provide an industry-leading reservation, loyalty program and service recovery solution for all contacts

• Champion BrandHearted behaviors by demonstrating brand knowledge, brand passion and brand pride.
• Embrace the global and cultural diversity of our guest and business needs.
• Consistently strives to meet or exceed defined performance expectations (revenue, conversion, quality, ADR premium, partner offers, customer satisfaction, etc.) as set by management despite difficulties or obstacles.
• Inspire loyalty and build rapport with our guests, business partners, hotels and corporate employees, through personalized and efficient service driven by the customer needs. Creatively find solutions, within a framework, to drive results; takes accountability and listens to ideas and feedback of others.
• Manage time effectively (including adherence to assigned schedule, attendance, etc.)
• Provide a seamless customer experience through effective use of systems information and tools .
• Self-motivated, positive, "want-to" attitude with a willingness to take on new challenges. Actively participates in company initiatives, training and events.
• Take ownership of personal development while aligning with team priorities and company goals.
• Embracing change and adjusting well to evolutions in situation and task while sensitively responding and supporting others through change.
• Understand and consider the impact of own actions on self and others (colleagues, guests, and hotels, etc.)
• Seek opportunities to improve individual and team performance. Help team and colleagues stay motivated and deliver on goals.
• Support and demonstrate IHG’s company values and ways of working.
• Willingly deliver on additional tasks as assigned.

Technical Skills:

• Strong customer service skills
• Strong communication skills – listening, written, verbal,
• Active listening, appropriate conversation pace, problem identification and resolution
• Social intelligence – empathy, self-awareness, cultural sensitivity
• Ability to customize generic information;
• Strong web-based navigation skills;
• Ability to embrace technological and organizational changes;
• Embrace evolving call and contact types, adopt new tools and processes;
• Efficient and accurate data capture
• Bi-lingual skills where required
• Ability to use tools and resources to represent the geographical needs of the caller.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.