Guest Service Representative

3 days ago

Lexington KY USA, United States Tempur Sealy Full time
Job Title: Guest Service Representative

At Tempur Sealy, we are committed to providing exceptional guest service to our internal employees and external guests. As a Guest Service Representative, you will play a critical role in ensuring that our guests receive the highest level of service and support.

Key Responsibilities:
  • Provide technical assistance and service to resolve requests for internal employees and external guests via telephone and computer from a call center located at the corporate headquarters.
  • Assist in managing requests from the company Support Center System, overseeing full-cycle ticket process from initiation to resolution/completion.
  • Confer with internal employees and external guests to provide information about products and services, adjust sales orders, answer questions on company operating procedures, or to obtain details of complaints.
  • Keep records of guest interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Recommend improvements in internal and external guest service standard operating procedures to prevent future problems.
  • Refer unresolved guest grievances to designated departments for further investigation.
  • Monitor and measure incoming guest satisfaction calls.
  • Respond to guest service requests as reported via the company Support Center system.
  • Work closely with the sales and operations teams to ensure exemplary guest service.
Requirements:
  • Friendly and Guest Patient - Ability to act calmly under stress and strain and to exhibit a cheerful demeanor toward others.
  • Honesty/Integrity - Ability to be truthful and be seen as credible in the workplace.
  • Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
  • Problem Solving & Communication - Ability to communicate effectively with others to find a solution for or to deal proactively with work-related problems.
  • Empathetic & Conflict Resolution - Ability to appreciate and be sensitive to the feelings of others and to deal with others in an adverse situation.
  • Detail Oriented - Ability to pay attention to the minute details of a project or task.
  • High school graduate or General Education Degree (GED) required, Some college preferred.
  • 1-3 years of relevant experience.
  • Help Desk system experience.
  • CRM system experience preferred.

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