Job description

Title: Reservations Coordinator

Location: Orlando, FL 32821 (REMOTE)

Duration: 3+ months (FTE based on performance)

Hours: 9 - 5:30, 5 days a week including weekends.

For the first couple of months, it will be 9 am-5:30 and then a mid-shift (11 am – 7 pm or 12 pm – 8 pm)

Notes:

• Office is open Monday, Tuesday, and Wednesday
• Must be able to work weekends.
• Training will be held in the office.
• Will be mostly working from home.
• Required to be in the office once a month.

Job Description:

• Maintain and enhance the brand reputation by personally addressing and resolving customer service issues with customers, resorts, and vendors.
• 45% Reservation Processing Activities
• New vendor reservations pulled from extra nets and input into I Hotelier
• Monitor team email inbox for new reservations.
• Reservations from the daily I Hotelier file are uploaded in a timely manner.
• Reservations charged where automatic payment processing did not occur.
• Cancellations and modifications processes and documented in daily file.
• Refunds are processed and documented daily.
• 30% Provide customer service and resolution for escalated issues.
• Work directly with customers, resort staff, call center staff, and vendors to investigate and negotiate resolutions for referred customer service issues.
• Monitor team 800 phone line for incoming customer service, customer service certificate reservations, and third-party reservations support.
• 20% Administer Payment Issues
• Process reservation denials and cancellations for reservations booked via third parties where the credit card payment was declined, contacting guest or the third party as appropriate.
• Provide support to resort staff and customers in case payment information questions are raised.
• 5% Performs other duties as needed.

Skills and Qualifications:

• High School Diploma
• Moderate proficiency using MS Excel, MS Word
• Customer Service, call center experience
• 1-year call center experience
• Hospitality experience is a plus.
• Detail oriented
• Payment collections

We are an equal opportunity employer. It is our policy to provide employment, compensation, and other benefits related to employment without regard to race, color, religion, sex, gender, national or ethnic origin, disability, veteran status, age, genetic information, citizenship, or any other basis prohibited by applicable federal, state, or local law.

Job Type: Contract

Salary: $16.00 per hour

Schedule:

• 8 hour shift

Application Question(s):

• How many years of experience do you have with Customer Service, call center experience in the travel/tourism/vacation industry?
• Would you be comfortable going once or twice a month in office Orlando, FL 32821?
• Will you be comfortable working on weekends?

Work Location: Hybrid remote in Orlando, FL 32821

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