Customer Service Representative

Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their ”uniquely local” community in order to curate exciting, approachable and local travel experiences for guests. The Customer Service Representative serves within a high volume financial shared services environment supporting an exciting collection of hotel properties across North America. This team member operates within a call center environment and is in constant communication with guests via phone, email, and/or online chat portals regarding billing inquires and disputes of hotel charges. The Customer Service Representative works collaboratively with other shared services and hotel team members to ensure our guests' needs are addressed quickly and to their satisfaction. Achievement of daily, weekly, and monthly excellence targets while delivering extraordinary customer service to our guests and clients is of utmost importance. The Customer Service Representative reports to the Billing Services Manager. Job Specific DutiesUpholds all company and industry standards pertaining to PCI compliance, guest confidentiality and accounting best practicesStrengthens brand loyalty by providing excellent service delivery consistent with that provided by our teams at the hotelsBuilds strong relationships with hotel Finance and Operations team members to ensure excellent communication enabling timely resolution to guest concernsMaintains readiness in call queue system to ensure minimum wait time for callersCommunicates directly with guests and clients of the hotels via phone, email, and online chat portalsResponds to requests for guest/client billing information, to include hotel folios and disputed chargesCollaborates with other Billing Services and hotel team members to research and resolve guest billing disputesMakes adjustments or corrections to guest accounts as neededRecords all activity in call ticketing systemAccountable for achievement of metrics and targets associated with the positionRegular attendance in conformance with standardsMay be required to work varying schedules to reflect business needsRequired to attend all training sessions and meetingsAbility to perform ”Physical Requirements” as explained belowOther duties as assigned QualificationsBilingual - English/SpanishAbility to work cooperatively with othersAbility to maintain confidentialityAbility to read, write and speak English effectivelyAbility to communicate effectively both written and verballyAbility to work effectively, maintain composure and make decisions in stressful situationsAbility to organize workload, adapt quickly to change, and deliver under the pressure of deadlinesAbility to perform both standard and intermediate spreadsheet functions using Microsoft ExcelProficiency in windows-based computer programs to include e-mail, internet and word processing applicationsStrong computer skills and ability to learn new computer applicationsGeneral knowledge of mathematics and accounting principles Preferred:Education: High School Diploma or GED equivalentExperience: 1-2 years customer-facing work experience in a hospitality or finance environmentLoews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.