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Client Relations Expert

2 months ago

Houston, Texas, United States The Access Group Full time
Job Overview

At The Access Group, we believe that our core values of Love Work, Love Life, Be You drive our success and empower our clients to focus on what truly matters.

About The Access Group:

The Access Group combines innovative hotel technology with marketing solutions to empower hoteliers. Our comprehensive suite of tools and services is designed to enhance guest satisfaction and drive value at every interaction.

Over 2,000 hotels globally trust The Access Group's offerings to refine their distribution strategies, personalize guest journeys, and optimize revenue streams. Our integrated platforms unite booking and revenue management tools, facilitating a seamless experience from guest acquisition to post-stay engagement, all while maximizing profitability through real-time insights and learning.

Your Role:

As a Customer Support Specialist, you will serve as a vital representative, skilled in nurturing effective communication and fostering positive relationships with our clients. We are looking for a proactive individual who thrives in a fast-paced environment. Your responsibilities will extend beyond standard support; you will take the initiative to enhance both internal processes and customer interactions, ensuring a smooth experience with our applications. If you are dedicated to excellence and possess a proactive approach, we welcome you to contribute to our mission of elevating customer satisfaction and operational effectiveness.

Key Responsibilities:

  • Offer guidance on application configuration and usage by becoming proficient in all aspects of The Access Group applications.
  • Log and manage support requests from both internal and external clients; investigate issues and determine appropriate resolutions.
  • Prioritize support requests based on established criteria.
  • Provide assistance to clients, addressing application errors, data inconsistencies, and usage inquiries.
  • Track the progress of support requests and keep clients informed throughout the process.
  • Deliver accurate and timely responses to support inquiries, suggesting modifications, developing workarounds, providing training, or escalating issues as necessary.
  • Ensure all tasks are performed and documented in compliance with required standards and procedures.
  • Communicate effectively through various channels and collaborate with vendors and third-party providers.
  • Participate in an on-call rotation during evenings and weekends.

Qualifications:

  • 3-5 years of experience in the hospitality industry (including reservations, operations, and distribution).
  • Familiarity with hospitality distribution technology.
  • Strong communication and documentation skills.
  • Ability to prioritize tasks and implement timely solutions.
  • Excellent analytical skills, capable of dissecting problems into manageable components.
  • Attention to detail, ensuring high-quality outcomes.
  • Ability to maintain focus under pressure from clients.
  • Knowledge of hospitality distribution systems (GDS, OTAs, Channel Management, PMS, CRM, RMS).
  • Understanding of general IT infrastructure (hardware, databases, operating systems, local area networks).
  • Familiarity with help desk protocols and corporate quality management processes.

Compensation:

The target annual base salary for this position ranges from $50,000 to $60,000. In addition to a competitive salary, we offer generous paid time off, comprehensive medical, dental, and vision insurance, along with a variety of other benefits.

Applicants must be eligible to work in the U.S. without employer sponsorship.


The Access Group is committed to fostering a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation, or any other basis protected by applicable law.