We are seeking an individual committed to providing exceptional customer service to our API integration partners, clients and hotel suppliers.  As a Customer Service Specialist, we expect you to answer and efficiently service partner and customer calls, cancellation and change of date requests, negotiate out of fees, and ensure proper billing procedures are being met.  This role will serve as a liaison between our API partners and the Hotel Engine engineering team.  This role may be expanded to include further customer service related duties depending upon the growth and direction of the company. 

Responsibilities:

• Confirming with hotels that proper billing procedures are/were being followed
• Communicate internally and externally solutions to issues, and provide feedback to the team in the interest of developing more efficient future processes
• Maintaining detailed notes on all files to ensure issues are able to be readdressed at a later time if necessary without issue
• Negotiating with properties and clients to ensure customer satisfaction and fair resolutions to issues
• Reaching out in a very professional manner to corporate contacts, if necessary, to resolve tougher issues
• Processing client refunds
• Interacting with several online portals

Requirements:

• High school graduate, Associates Degree or BS/BA degree preferred
• Must have strong customer service skills; experience working in hotels a plus
• Enthusiasm for learning technology to support a IT development team’s needs
• Must be a proactive self-starter & work with urgency
• Exemplary organizational skills
• Must be able to work independently as well as take instruction from supervisor
• Excellent communication skills, both written and verbal
• Must have the ability to quickly learn systems, processes, and procedures
• Ability to problem solve and work on several projects simultaneously while continuing to provide quality work
• Knowledge or experience with travel booking software and Salesforce is a plus

The Usual Suspects:

• Medical, dental, supplemental, & vision Insurance
• 401k Plan
• Paid Holidays
• PTO
• Paid Sick Time
• Unpaid flex time
• Paid parking

Additional Perks:

• Paid gym membership
• Employer subsidized phone plans
• Free organic fruit, snacks, and beverages
• Paid volunteer opportunities

The Good Stuff:

• Deeply discounted hotel rates
• Some of the best parties you’ve ever been to
• Regular team building events & outings
• Craft brews and ciders on tap
• Arcade games, shuffle board, and more
• Open collaboration workspaces with views of the Rockies
• Free monthly massages
• Substantial recognition & rewards for work milestones