Client Support Specialist

2 weeks ago


Folsom, California, United States ConferenceDirect Full time
Job Type

Full-time

Description


The Customer Engagement Associate is accountable to the Service Manager and is tasked with managing incoming inquiries, assisting clients, and inputting data into various software systems.

The associate is expected to operate within departmental standards while contributing to the achievement of team objectives.

Responsibilities:

Adhering to call flow protocols and quality assurance standards:

  • Handle inbound hotel bookings and event registration inquiries.
  • Respond to customer emails and inquiries using established templates.
  • Maintain focus during calls and emails to ensure effective use of communication time.

Negotiating to achieve optimal outcomes and utilizing tools effectively:

  • Exhibit strong questioning and listening abilities when interacting with clients.
  • Manage conversations effectively with customers.
  • Employ appropriate analysis, judgment, and reasoning when addressing issues and making decisions.
  • Showcase strong verbal and written communication, customer service, time management, typing, and data entry capabilities.
  • Provide customers with accommodation and registration details.
  • Accurately document conversation activities.

Maximizing productivity and managing work queues:

  • Collaborate with colleagues and share best practices for delivering outstanding customer service.
  • Develop effective internal communication skills with Coordinators to ensure accurate relay of event information to clients.
  • Comply with attendance and break policies.
  • Be open to taking on additional responsibilities as assigned.
  • Demonstrate proficient keyboarding skills and the ability to multitask while engaging with customers.

Minimum Qualifications:

  • High School Diploma or equivalent experience.
  • 2+ years of experience in a Contact Center environment.
  • Proven track record of enhancing quality and productivity in contact center operations through excellent communication, organization, and problem-solving skills.
  • Exceptional verbal and written communication skills.
  • Bilingual proficiency is required.

Preferred Languages:
Spanish and French

  • Experience in the Hotel, Hospitality, Event, or Conference Management sectors is preferred.

Other Details:

  • Attendance for the full training week is mandatory.


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