Hotel Engine Customer Service Specialist

| Greater Denver Area
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Grow with Us

We’re not for everybody. We’re not for the faint of heart. We’re for the rich in spirit. Those that are passionate and have a hunger for excellence. Those that want to leave their mark on this world and are genuinely excited to be a part of something great.

We don’t hire for tenure or advanced degrees. We let them do what they're best at. We hire good people who are intelligent, ambitious, and have tremendous potential. And we promote on the same principles: if you excel in your role, you’ll move up. It’s that simple.

We love our team, and view them as extended family. We know how to work hard—and play hard. Centrally located in the Cherry Creek neighborhood, just outside of downtown Denver, our office offers westward views of the Rocky Mountains and easy access to a full-service gym, numerous grocery stores, and restaurants. We listen to our employees—and we fully understand that without them, we’d be nowhere.

If you’ve been searching for a place where you can make your ideas a reality, unleash your unbridled ambition, and grow with a likeminded talented team, we want to talk to you! The biggest benefit we offer may be tremendous opportunity—but of course, we have many benefits for our employees to enjoy.

 

Candidate Profile

We are seeking an individual committed to providing exceptional customer service to our Hotel Engine product. This includes working with clients, API integration partners, and hotel suppliers.  As a Hotel Engine Customer Support 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.

 

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
  •  
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Location

We have a beautiful view of the Rocky Mountains and downtown Denver in the heart of the Cherry Creek/Glendale neighborhood close to many trendy restaurants and bars.

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