Sr. Guest Service Specialist – ATL

Matlen Silver
June 15, 2022
Atlanta, Georgia
Job Type
Remote Work
  • No


JOB TITLE: Sr. Guest Service Specialist
DURATION: 1 year contract
BENEFITS: Medical, Vision, Dental Benefits after 2 months, 401k after 6 months
WORK SET-UP: Onsite from day 1 (hybrid schedule after)
***W2 ONLY***

Job Description:

Primary Functions:
• Engage directly with high-value customers via email and phone to resolve issues, requests, and questions related to Sky Club membership and policies
• Represent the company and its executive officers in written and verbal communication with customers demonstrating company’s corporate values
• Monitor, track, and report out on member feedback to help drive continuous improvement and to refine policies and processes
• Identify key trends, gaps, and pain points while servicing internal and external customers and offer suggestions on best practices and process improvements Demonstrate high level of customer focus, using creative problem solving to find win-win solutions for the customer and the company
• Develop highly effective cross-divisional relationships in various divisions across the company as needed to investigate issues and solution them. 

Required Qualifications:
• High School Diploma, GED or High School Equivalency
• Previous experience in corporate customer service or call center environment
• Proven excellence in written and oral communication skills, a professional attitude, excellent dependability, and the ability to learn and react quickly
• Must possess strong computer skills. Must demonstrate aptitude for learning the company’s systems, such as internal flight reservations, ticket and data reporting systems
• Must be detail-oriented and highly organized. Must possess excellent time management and problem-solving skills
• Must be comfortable working in a fast-paced environment, managing multiple priorities at any given time, and leveraging resources across divisions
• Must have the ability to flourish with minimal guidance, be proactive, resourceful, handle ambiguity, and take on new responsibilities as priorities shift
• Must possess business maturity and the ability to recognize and address problems with the appropriate sense of urgency
• Embraces diverse people, thinking and styles
• Consistently makes safety and security, of self and others, the priority

Skills / experience that are a Plus but not necessarily required:
• Customer service experience in travel or hospitality

Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status.

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