The Ellison Hotel is seeking a dedicated and enthusiastic Customer Support Specialist / Live Chat Agent to join our remote team in the USA. In this role, you will be responsible for providing exceptional customer service through live chat, assisting guests with their inquiries, resolving issues, and ensuring a seamless experience before and during their stay with us. The ideal candidate is a strong communicator, tech-savvy, and has a passion for helping others. You will handle guest queries ranging from reservations and billing to hotel amenities and local attractions. If you thrive in a fast-paced environment and are looking to be part of a supportive and dynamic team, we invite you to apply for this exciting opportunity at The Ellison Hotel.
Responsibilities
- Provide prompt and professional responses to guest inquiries via live chat.
- Assist guests with reservation modifications and cancellations.
- Resolve customer complaints and issues with empathy and effective problem-solving strategies.
- Provide information about hotel services, policies, and local attractions.
- Document guest interactions and maintain accurate records in the system.
- Work collaboratively with other departments to ensure guest satisfaction.
- Stay informed about hotel promotions and offerings to effectively assist guests.
- High school diploma or equivalent; degree in hospitality or customer service related field preferred.
- Proven experience in a customer service or support role, preferably in a remote setting.
- Excellent written communication skills with a professional tone.
- Strong problem-solving skills and the ability to work independently.
- Familiarity with live chat software and CRM tools is a plus.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Passion for customer service and a commitment to exceeding guest expectations.
