Job Details

Description

As an OTA Service Representative, you will provide friendly, professional, and efficient service to guests and support staff. You will handle inquiries, resolve complaints, and ensure customer satisfaction through email, chat, and phone.

OTA Specialist Qualifications / Skills

• Proficient in basic computer skills (MS Office, Property Management Systems)
• Excellent verbal and written communication skills
• Top-notch listening skills
• Strong problem-solving and conflict-resolution abilities
• Great time management skills with the ability to multitask
• Ability to work well both independently, as well as with a team
• Detail-oriented approach with an ability to work under pressure to meet deadlines
• Ability to handle high-volume guest interactions efficiently and with a positive attitude

Key Responsibilities

• Respond promptly and professionally to guest’s inquiries via phone, email, and chat.
• Assist customers with reservation or service questions, and other issues.
• Troubleshoot and resolve guest concerns efficiently while maintaining a positive attitude.
• Document guest interactions and issues accurately in the Track system.
• Collaborate with other departments and partners to resolve complex issues and escalate when necessary.
• Maintain up-to-date knowledge of company products, services, and promotions.
• Meet or exceed individual and team performance goals, including quality, guest satisfaction, and response time.
• Ensure proper follow-up with guests to ensure their satisfaction.
• Perform other related duties as assigned.

Hours And Benefits

• Competitive pay, based on experience
• Standard company vacation policy

This is a second shift position with hours from 12:00 PM – 8:00 PM or 3:00 PM – 11:00 PM, depending on business needs.

Ability to work weekends, holidays, and occasional overtime as needed.

This position may require remote work capabilities, so candidates must have a reliable internet connection.