Guest Services Representative
2 days ago
We are seeking a highly skilled Guest Services Representative to join our team at Tempur Sealy. As a Guest Services Representative, you will be responsible for providing exceptional customer service to internal employees and external guests, responding to inquiries, resolving requests or conflicts, and ensuring a positive experience for all.
Key Responsibilities- 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.
- Check to ensure that appropriate changes were made to resolve guests' problems.
- Contact guests to respond to inquiries or to notify them of actions taken in order to rectify situations.
- 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.
- Assist operational teams with scheduling guest deliveries.
- Handling guest complaints and resolving issues in a timely and professional manner.
- Perform post-delivery calls to monitor guest satisfaction with sale to sleep experience.
- Make any necessary changes to sales order tickets in the POS system for internal sales employees.
- Provide Support Center assistance to sales employees on the POS system, company standard operating procedures, and guest service requests/issues.
- Fully communicate problem status and resolutions with internal employees and external guests by maintaining a friendly and helpful attitude.
- Aid sales team in troubleshooting sales order ticket problems in the POS system.
- Friendly & Guest Patience
- Honesty/Integrity
- Ethical
- Problem Solving & Communication
- Empathetic & Conflict Resolution
- Detail Oriented
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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