Customer Service Team Lead
Company: Hyatt
Location: Oklahoma City
Posted on: April 26, 2024
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Job Description:
Description:
Hyatt is seeking an energetic, motivated, and detail-oriented
Customer Service Team Lead to guide our team of hospitality
professionals at the Shared Service Center. This position will work
closely with the customer service leadership team to support and
motivate our customer service teams who provide world-class service
via phone, email, and other channels. You will motivate, train, and
monitor performance of a team of customer service agents on a daily
basis.
Essential Functions:
Communicates goals, best practices, objectives and deadlines to
team members to support performance standards for average speed of
answer, request resolution time, quality of service, and other
metric goals.
Motivates team members by leading rewards and recognition
activities.
Assesses and positively impacts employee performance through
coaching and mentoring.
Frequently and actively monitors guest interactions to ensure all
service expectations are met.
Demonstrates exceptional customer service skills while handling
guest requests via phone, email, and other methods.
Assist with training newly hired and tenured colleagues.
Assisting Senior Agents with approval requests, tax exemptions,
outstanding cases, and other duties as needed.
Assist Customer Service Agents with escalated guest concerns and
advanced research.
Support customer service leadership team with cost-saving and other
service enhancement strategies.
Monitor and enforce assigned schedules for customer service
colleagues to maximize service levels.
Review and utilize information from performance reporting to coach
colleagues and drive overall department performance.
Participate in and assist with performance review meetings,
check-in conversations, and team meetings as needed.
Assist with interviewing, hiring, and other onboarding activities
for newly hired customer service colleagues as needed.
Collaborate with IT, customer service leadership, HR, and other
teams to ensure customer service colleagues have necessary tools
and technology to provide exceptional service and support for all
guest requests.
Participation in employee events, onsite meetings, hotel visits and
industry conferences is expected.
Other duties as may be assigned by supervisors.
Work well with others at a variety of levels within the
organization.
Hyatt is an equal employment opportunity and affirmative action
employer. We do not discriminate on the basis of race, color,
gender, gender identity, sexual orientation, marital status,
pregnancy, national origin, ancestry, age, religion, disability,
veteran status, genetic information, citizenship status or any
other group protected by---law .
Qualifications:
Qualifications:
Demonstrates high level of customer focus at all times, leads by
example for customer service teams.
Able to support and demonstrate usage of multiple pc-based
applications and other technology.
Effective written and oral communication skills, including ability
to deliver effective one-on-one coaching, and deliver presentations
online and in-person.
Strong attention to detail and organizational skills.
Knowledge of hotel operations a plus.
Minimum 3 years customer service experience.
Proven experience supporting and delivering a high level of
performance in a complex customer service department.
Experience monitoring schedule adherence and schedule compliance
for a group of 10 people preferred.
Demonstrated effectiveness giving real-time feedback and handling
escalated guest requests.
Education:
Computer Skills Needed to Perform this Job:
Familiarity with Microsoft Office suite.
Hands-on experience with Service Now and Opera a plus.
Primary Location: US-OK-Moore
Organization: Shared Services Center - Moore
Pay Basis: Hourly
Job Level: Full-time
Job: Accounting/Finance/Tax
Req ID: MOO001008
Hyatt is an equal employment opportunity and affirmative action
employer. We do not discriminate on the basis of race, color,
gender, gender identity, sexual orientation, marital status,
pregnancy, national origin, ancestry, age, religion, disability,
veteran status, genetic information, citizenship status or any
other group protected by law.
Keywords: Hyatt, Oklahoma City , Customer Service Team Lead, Hospitality & Tourism , Oklahoma City, Oklahoma
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