Guest Services Representative

2 days ago


Lexington, Kentucky, United States Tempur Sealy Full time
Job Summary

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.
Requirements
  • Friendly & Guest Patience
  • Honesty/Integrity
  • Ethical
  • Problem Solving & Communication
  • Empathetic & Conflict Resolution
  • Detail Oriented
Education and Experience

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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