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Customer Support Representative

Remote - US
Customer Service

This is the ideal role for an exceptional communicator who excels at improving a situation, can consistently keep a calm presence, and is fiercely passionate about going the extra mile to make customers’ lives better.

As a Customer Support Representative at ThinkReservations you will be responsible for assisting clients in navigating the product, services, and integrations by coordinating with various departments to resolve issues, address client feedback, and log feature requests. 

What You’ll Do

  • Support our clients via via telephone, email, and online chat, to assist clients with queries, concerns, feedback, and issues in a warm, courteous, and professional manner.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. 
  • Identify and employ the most efficient way to resolve concerns within set SLAs.
  • Ensure that appropriate changes are made to resolve customers' problems. 
  • Deescalate challenging situations and interactions to defuse situations to best help the client find a resolution or the best path forward.
  • Set and maintain appropriate expectations and provide a consistent experience for clients that align with our support and services offered.
  • Ensure customer satisfaction with our products, services, support, and facilitate consistent positive interactions with our clients and partners.
  • Prioritize urgent and time-sensitive issues and collaborate with internal teams to resolve the situation to the client’s satisfaction within set SLAs.
  • Assist clients with connecting integrations offered through our product.
  • Assist clients with connecting 3rd party systems to our Channel Manager.
  • Troubleshoot and help find resolutions with issues related to our products, services, and integrations.
  • Stay updated and knowledgeable on our products and services.
  • Manage administrative components of client accounts such as, but not limited to, updating client records and recording accurate and detailed notes.
  • Maintain favorable metrics in handling tickets, calls, and customer satisfaction. 

Attributes You’ll Have:

  • 2+ years of experience working with lodging property management software is preferred
  • 1+ year of experience with customer support or customer success, preferably in a B2B environment
  • Strong listening and reading comprehension skills as well as the ability to relay information effectively in both oral and written form.
  • A penchant for empathy, patience, and service with a customer focused mindset.
  • Demonstrated experience solving complex problems through troubleshooting and appropriate decision making. 
  • Exceptional time management skills with the ability to manage your own schedule to prioritize effectively and deliver results.
  • Ability to adapt to changing situations and client needs and maintain composure and professionalism during customer interactions.    
  • Experience with Customer Support Software, Project Management Software, Multimedia Conferencing Software, and Office Productivity Software a plus. Knowledge and hands-on experience with SalesForce a plus.   
  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Professional proficiency in English written and oral communication is a must. 
  • An area in your home with limited distractions that can act as a home office.
  • Able to work on-call shifts    

Position Type and Schedule:

  • Part time: Monday through Friday, 20 - 30 hours per week, typically between 11am and 4pm ET every day
  • On-call after-hours support shifts required outside of normal business hours as scheduled approximately 4 weeks out of the year

Compensation & Benefits:

  • $19 - $26 per hour
  • PTO, paid sick leave, and 8 paid Company Holidays
  • Paid Bereavement, Voting and Parental Leave
  • Access to 401K Company Plan
  • Company provided computer with associated technical equipment such as keyboard, mouse, external monitor

This is a remote opportunity but candidates must reside in the US.

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