Overnight Member Support Associate

| Greater Denver Area | Remote
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Hotel Engine, a startup based in Denver, is a leader in travel tech with a demonstrated track record of growth and impact. Our foundations are strong, and we’ve navigated the COVID-19 crisis by bringing our customer obsession, innovative platform, data-driven problem-solving, and bias for action into every decision. By partnering with tens of thousands of businesses and government agencies and hundreds of thousands of hotels around the world, we have built a resilient and adaptable business model and 2021 will be our best year yet. Working hard behind the scenes are exceptional people–from our large engineering and product teams, to our fast-growing sales, supplier and member experience orgs, to our data, marketing, and operations teams. As individuals and together, we show our DNA every day with our curiosity, will to win, ownership and high standards. 

Our Member Support team is growing and looking for customer service gurus to join in on the fun! Our Associates work closely with all clients; from individuals, to hotel suppliers and even our API integration partners to resolve any and all detail changes. We're looking for passionate candidates with a natural empathy, positive tone and a love for the customer experience. If you're ready to kick-start your career in hospitality & customer service, this role is for you! 

Here's what you'll do:

  • Collaborate with members via phone, email and chat to manage current reservations. 
  • Confirm with hotels that proper billing procedures are being followed and that our members have a seamless experience with their reservations. 
  • Resolve difficult issues with our corporate contacts with a positive, professional tone. 
  • Be meticulous about details. Our team works as a collective unit in order to ensure top notch customer service. This means that we may have multiple teammates address the same issue, and we require details notes on all interactions with our members and partners. 
  • Communicate solutions internally and externally to resolve issues. 
  • Submit feedback to the team in the interest of developing more efficient future processes - we want to hear your opinions! 
  • Process client refunds in a timely manner. 
  • Work across multiple online portals and can dexterously move between operating systems 
  • Provide a top tier level of customer service. If you love helping people and have a hospitality mindset, we are a great fit for your launch into the travel technology industry 

Here's what we're looking for: 

  • A positive, energetic personality that translates over phone & email 
  • Enthusiasm for learning technology to support a IT development team’s needs 
  • Proactive independent self-starter & work with urgency while maintaining exemplary organizational skills 
  • Pristine written & verbal communication skills 
  • A quick learner ready to grasp our systems, processes & procedures 
  • Ability to problem solve and work on several projects simultaneously while continuing to provide quality work 
  • Exposure to travel booking software & Salesforce is a plus. 
  • Experience working in the hospitality industry a plus! 
  • Please note that this job is an overnight position 

Shift:

  • Our overnight shifts are 4x10, 8pm-7am MST. Sunday-Saturday basis. You will be required to work a consecutive Friday & Saturday Night one weekend per month.

Cash Compensation:

  • The base pay for this role is $22.00/hour. 

Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than the day-to-day responsibilities. Hotel Engine is on Built in Colorado’s 2021 Best Places to Work list and provides each employee with the opportunity to take on new challenges that support their near and long-term goals in a high-growth, startup environment. We also give back and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causesIn addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:  

  • Competitive base salaries. Salary offers are based on the candidate's qualifications. 
  • Stock Options for all new hires
  • Performance-driven commission opportunities for select roles 
  • Performance-driven equity awards  
  • Parental leave programs 
  • Generous time-off including open PTO, sick days and two paid volunteer days each year 
  • Insurance benefits including medical coverage, dental and vision offerings (with plans available at no cost to employees), as well as HSA/FSA, wellness, and disability offerings 
  • 401(k) plan with a match program
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Cherry Creek is a mostly residential district with a vibrant shopping scene - department stores, high-end fashion boutiques and eclectic eateries.

An Insider's view of Hotel Engine

What’s the vibe like in the office?

The whole team is willing to jump in and help one another to solve complex problems and enhance the customer experience. Everyone is kind, fun and energetic so it makes for an amazing work environment.

Mallory

Digital Marketing Manager

How do you collaborate with other teams in the company?

Everyone is open to working together to solve business challenges in a way that will help the business grow. It’s very common to work with other teams to solve problems. Whether it be to help my department or another, the environment is very collaborative.

Kailey

Operations Manager

How does the company support your career growth?

Hotel Engine gives me the opportunity to grow and learn every day. I love the "grow or die" mentality, because it means that the company is constantly striving for our best work and supporting our growth.

Brook

Account Executive

What does career growth look like on your team?

I started out at our sister company, Travelers Haven as a Senior Software Engineer and was promoted to Director of Engineering. I then moved full-time to Hotel Engine and became the VP of Engineering where I now run our entire development team. It has been great to have the opportunity to develop my career and grow professionally with Hotel Engine

John

VP of Engineering

What are Hotel Engine Perks + Benefits

Hotel Engine Benefits Overview

Hotel Engine is strongly committed to both its employees and its customers. Our company’s benefits and perks are designed to create an inclusive environment where team members can deliver great work consistently, celebrate diversity, collaborate with colleagues – and have fun at the same time.

Culture
Volunteer in local community
Employees receive two paid volunteer days per year, in addition to existing PTO and sick time.
Partners with Nonprofits
Through our employee resource group, Engine4Everyone, we are looking to invest in organizations that focus on education and advisory services to women and/or minorities.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Hotel Engine has a diverse management team and supports an inclusive workforce. Our ERG Engine4Everyone plans to incorporate unconscious bias training into hiring practices and team development.
Unconscious bias training
Engine4Everyone will incorporate unconscious bias training. Additionally, team development trainings broaden cultural awareness and include sessions focused on the diversity of individual experiences
Diversity Employee Resource Groups
Engine4Everyone creates an inclusive environment where team members work together to develop policies and training, and identify workplace initiatives and community involvement opportunities.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Hotel Engine offers team members a Health Savings Account (HSA). Individuals can contribute up to $3,500 and families up to $7,500 per year.
Disability Insurance
We offer short-term disability insurance, which covers up to 60% of pre-tax weekly earnings. The maximum weekly benefit is $2,000. There is optional voluntary Accident and Critical Illness coverage.
Dental Benefits
Vision Benefits
Health Insurance Benefits
We offer multiple health insurance plans, including an option that covers 100% of an individual’s premium.
Life Insurance
Pet Insurance
Team members are eligible to enroll in voluntary pet insurance benefits.
Wellness Programs
Go365 is an employee wellness program that incentivizes employees to make healthier choices and rewards them for taking steps to better health.
Onsite Gym
Mental Health Benefits
All employees (and their dependents) – whether enrolled in our health coverage or not – have access to our Employee Assistance Program (EAP), which includes mental health services.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Hotel Engine's 401(K) matching launches in the first quarter of 2021.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 9 weeks of parental leave for the primary caretaker and 2 weeks of leave for the secondary caretaker.
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
Our parental leave programs apply to team members who have adopted children.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Hotel Engine offers unlimited PTO to our associates, and encourage them to take time off to recharge.
Paid Volunteer Time
Our employees receive two paid volunteer days per year.
Paid Holidays
Paid Sick Days
Team members receive 40 hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Hotel Engine offers team members the ability to attend job-related conferences and seminars.
Lunch and learns
Promote from within

Additional Perks + Benefits

As an additional perk, team members can take advantage of hotel rate discounts on the Hotel Engine platform.

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