G6 Hospitality Senior Agent - Contact Center in COLUMBUS, Ohio

Business Unit:

DirectEmployers

Title:

Senior Agent - Contact Center

Location:

OH - COLUMBUS

City:

Columbus

Metro Area:

Columbus

State:

OH

Postal Code:

43214

Functional Area:

IT

Requisition Number:

885918

First Open Date:

02/04/2016

Description:

The Senior Agent position is responsible for working with the entire supervisory team to ensure integrity of service, efficiency of operation and commitment to customer satisfaction. Reporting directly to the supervisory team, the Senior Agent is responsible for leading, directing, motivating the staff, and assisting supervisors with day to day tasks. They will also provide the agents with escalated customer support. This position will interact with property staff members on behalf of the contact center and agent staff. Senior Agents must possess a strong knowledge of the Motel 6 and Studio 6 policies and procedures as well as a strong understanding of the Central Reservations Booking system.

In House Mid Shift Senior Agent position

Primary Duties & Responsibilities:

 Keep management and supervisors advised of any problem situations

 Assist property staff as required

 Handle customer complaints

 Handle agent questions and booking problems

 Handle busy work and shift projects (arrivals reports, 3rd party authorizations, attendance, etc.)

 Flexibility in schedule and work assignments

 Assist support departments as needed

 All other duties as needed or required

Minimum Qualifications:

 Solid knowledge of Motel 6 and Studio 6 booking policies and procedures.

 Solid understanding of the Central Reservations System.

 Maintain a sense of urgency towards work and a willingness to always help when needed

 Consistent professional behavior and interactions; Confidentiality is required

Other Pertinent Information:

This document in no way states or implies that these are the only duties to be performed by the individual occupying this position. This is a representative list of the general duties, and is not intended to be all-inclusive.

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