At a glance
The primary function of the 1st level Customer Support Representative is to provide daily end user support for the Galaxy LightSpeed Property Management System (PMS) by interpreting customer inquiries, gathering information to investigate, providing information regarding system processing options, functions and techniques with a helpful and positive attitude. Two opportunities are available; one being 3rd shift- 10pm to 6 am, the other being 1st shift. The successful candidate will accurately and thoroughly record customer inquiries, update, and ensure timely resolutions through the incident management software.
• Interpret customer's inquiries and probe the customer for necessary details to effectively ascertain and thoroughly document the details of the incident; this also includes emails. Ensure all pertinent information is logged within the Incident Management System (Service Now) especially with the Call Description field regardless of who did the initial logging. Strengthen work flow processes to better manage incoming calls and emails while always, striving to keep hold times to a minimum. Take control of incoming calls, by guiding customers to give concise information needed, using available technology, while still maintaining professionalism and call logging detail. • Operational responsiveness begins with operational awareness - the ability to see at any given moment what is happening within our support organization and respond to those changing conditions and customer interactions as they occur. The ability to prioritize is key; if you have a low priority call or an email, consider putting it on hold to pick up a high priority call that is in the queue. The process of Operational awareness and responsiveness is essential for a high level of customer satisfaction and to lessen associate load, thereby improving associate morale. If you notice the queue flashing red, indicating a down system or high hold times, you are expected to shift your focus to the queue, if not working on a critical incident. You should also be mindful and delay breaks or other activities until after the high hold times have subsided. • Strengthen and build upon your LightSpeed application as well as System Hardware knowledge base. Take full advantage of all requested training classes and be prepared to meet expectations with retaining and applying this new knowledge. Utilize your current technical knowledge base to effectively document, escalate and resolve customer incidents. Make it your own responsibility to continuously expand on your own technical aptitude and knowledge base outside of scheduled training • Maintain at all times a high level of customer satisfaction awareness for both our external customers as well as our internal ones (co-workers), building a relationship of trust and credibility. • Ensure adherence to all departmental policies and guidelines related to our Call Tracking System (ACD) and its’ usage. (This includes, but is not limited to: the beginning of your shift, breaks and lunches). Logging into the ACD and being prepared for your first call by the start of your scheduled shift; ensuring you are using the appropriate status within the ACD including but not limited to: Available, Breaks, Lunches, and Work time statuses, and ensuring the Auto-Break status is not used. There will be no manipulation of the ACD queues, such as holding onto emails to prevent calls from routing to you.
Starwood Hotels and Resorts - Tustin CA
Starwood Hotels & Resorts Worldwide, Inc., one of the leading hotel and leisure companies in the world with more than 1000 properties in over 100 countries, is a fully integrated owner, operator and franchisor of hotels and resorts with the following internationally renowned brands: St. Regis®, The Luxury Collection®, Sheraton®, Westin®, Four Points® by Sheraton, W®, Le Méridien®, Aloft®and ElementSM. Starwood Vacation Ownership, Inc., a subsidiary of Starwood Hotels & Resorts Worldwide, Inc., is one of the premier developers and operators of high quality vacation interval ownership resorts. For more information, please visit www.starwoodhotels.com or www.starwoodvacationownership.com.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. The EEO is the Law poster and its supplement are available using the following links: http://www1.eeoc.gov/Employers/poster.cfm AND http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf
The pay transparency policy is available here: http://www.dol.gov/ofccp/pdf/pay-transp_unformattedESQA508c.pdf