Hyatt SS Senior Agent Customer Service in MOORE, Oklahoma
We are pleased that you are exploring Hyatt Hotels Corporation. Hyatt is a place where high expectations aren’t just met- they’re exceeded. We believe our customers select Hyatt because of our caring and attentive associates who work hard to provide efficient service and meaningful experiences. It’s a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. At Hyatt, we care for people so they can be their best. Our commitment to Diversity is best evidenced by our focus on company-wide diversity initiatives. We continue to be recognized as one of America’s best companies for minorities. Associates of Hyatt are given the tools from the first day to make a difference. Hyatt employees enjoy the following benefits: health and welfare programs, Hyatt retirement savings plan, and educational assistance, employee stock purchase program, 12 free room nights for full time associates after one year of service, community involvement, and wellness reimbursement. The Hyatt Shared Service Center provides accounting and customer support for over 150 Hyatt Hotels in North America and Latin America. Hyatt associates work in an environment that demands exceptional performance, yet reaps great rewards- whether it’s career opportunities, job enrichment or a supportive working environment. We were named in the Oklahoman’s Top Workplaces for 2016 & 2017. If you are ready for this challenge, we are ready for you!
The purpose of this role is to provide support to Customer Service Agents, handle routine and/or escalated guest requests, and provide feedback regarding ticket quality and work closely with hotels to handle sensitive or complex refund requests. The Senior Agent will be responsible for ensuring all requests are processed accurately and efficiently. The Senior Agent will also ensure transactions are handled in accordance with standard operating procedures/departmental guidelines. Senior Agent s are responsible for building and maintaining productive relationships with agents, supervisors, and other internal and external customers to ensure goals are met.
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law
* Research and locate needed information using available databases and resources demonstrating attention to detail * Use problem solving skills in resolving escalated guest issues * Respond to request from Hyatt guests regarding billing concerns * Forward inquiries to appropriate department where applicable * Responsible for maintaining a high degree of integrity in processing and reporting financial transactions * Resolve all guest inquiries with professionalism and courtesy * Act as a mentor for Customer Service Agents as necessary * Other duties as assigned by supervisor/manager * Regular attendance is expected based on schedule and business needs. The schedule for this position requires the following availability, but is not limited to Monday-Friday 7:30 AM- 10:00 PM with occasional weekends possibly needed. * Participation in employee events, onsite meetings, hotel visits and industry conferences is expected * Work well with others at a variety of levels within the organization
Primary Location: US-OK-Moore
Organization: Hyatt Shared Service Centers
Pay Basis: Hourly
Job Level: Full-time
Req ID: MOO000626
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.