Customer Service - HotSOS Dispatcher

POSITION OBJECTIVE
Responsible for the resolution of all HotSos priority two tickets. The coordinator will complete all tickets with notes of resolution and reply back to pending guest with confirmation of completion or acceptable solution. During static time of processing HotSos will assist switchboard to relay incoming, outgoing, and interoffice calls.

ESSENTIAL JOB FUNTIONS

• Will facilitate the dispatching using HotSOS program for resort.
• Ensuring the completion of all HotSOS priority 2 tickets
• Ability to professionally communicate to guest on HotSOS ticket generated for completion or status of open ticket.
• Responsible for adding notes in HOTSOS with updates as well as feedback from the guest
• Know status of all open HotSOS tickets before leaving.
• Communicate to GS manager on pending Priority 2 tickets which require completion prior to ending shift.
• Direct appropriate Service Professional as necessary to complete open HotSos ticket or to have necessary information to be able to communicate back to guest.
• Motivated individual who will take ownership and able to manage several tasks
• Use a centralized log system to track incoming, pending, and completed jobs
• Answer, screen, and route calls promptly.
• Supply information to callers and record messages.
• Keep record of calls placed
• Track and complete wake up calls using Concierge Assist program.
• Receive visitors, obtains name and nature of business, and schedule appointments.
• Update telephone directory.
• Prompt handling of all incoming phone calls and faxes.
• Exceptional customer service skills with a pleasant and clear voice
• Direct all calls with a smile.
• Accurately report guest needs and problem resolution.
• Log and administer guest inquiry calls.
• Problem solve with follow-up.
• May interact with customers in person, as well as other departments.
• Must be able to handle multiple tasks at once with attention to detail
• Ability to work independently.
• Excellent people skills.
• Will have basic knowledge of SMS.
• Perform additional duties as required by Management and/or business demands.

EDUCATION/EXPERIENCE

• High school diploma required.
• Must be able to read, write and speak English.
• Bilingual (English/Spanish) preferred.

REQUIREMENTS

• Be physically able to reach, bend and stoop, and lift objects weighing up to 25 pounds.
• Be able to work in a hot, cold, wet, humid and loud environment for long periods of time.