Customer Service Representative

1 week ago

Frederick, Maryland, United States Sandpiper Property Management Full time

Position Overview:

The Customer Service Representative is responsible for managing and coordinating overnight call activities from various properties under Sandpiper Property Management. This role ensures that guests receive timely and appropriate responses while the front desks are not operational. The representative will assess the nature of calls and determine the best course of action, whether that involves routing calls to on-call staff or providing information about available services. Meticulous record-keeping of call activities is essential, and the representative will work under the supervision of the Area General Manager and the Director of Hotel Operations.

Key Responsibilities:

  • Maintain a comprehensive daily log of all guest interactions, ensuring follow-up on unresolved issues and communicating pertinent information to management.
  • Evaluate incoming calls to identify needs and decide on appropriate actions, including:
    1. Routing urgent calls to hotel on-call staff for emergencies or guest access issues.
    2. Providing information to guests regarding assistance available at a later time for non-urgent inquiries.
  • Engage with regional and senior leadership when necessary for complex situations.
  • Demonstrate exceptional multi-tasking abilities to effectively manage call volume and guest needs.
  • Ensure availability to contribute to a positive guest experience.
  • Adapt to the dynamic nature of the hospitality industry, which may require flexible scheduling based on operational needs.
  • Attend all required training sessions and meetings to enhance skills and knowledge.
  • Adhere to all Sandpiper Property Management policies and procedures to ensure safe and effective operations.
  • This position is designated for overnight shifts.

Team Collaboration:

  • Ensure all transferred calls to on-call staff are handled appropriately and maintain records of confirmations.
  • Collaborate proactively with team members to enhance service delivery.
  • Address client requests effectively, providing solutions or escalating issues as necessary.
  • Share insights and information openly with colleagues to foster a supportive work environment.
  • Keep team members informed to prevent surprises and ensure client satisfaction.
  • Accurately manage and report time and expenses.
  • Adhere to all company policies and procedures consistently.
  • Exhibit strong decision-making capabilities.

Additional Requirements:

  • Proficiency in the primary language(s) used in the workplace is essential.
  • Ability to read and write effectively to facilitate communication.
  • Strong verbal and written communication skills are required.
  • Perform any other duties as assigned by the supervisor.
E.O.E/AA Drug-Free Workplace M/F/D/V

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