Senior Manager, Customer and Call Center Relations
Apply NowCompany: PREFERRED HOTEL GRP
Location: Chicago, IL 60629
Description:
GENERAL SUMMARY
As part of the Preferred Travel Group VIP Desk, the Sr. Manager, Customer and Call Center Relations is responsible for senior level of support of all aspects of VIP Desk operation servicing top travel agency accounts.
Additionally, this position will encompass the responsibilities of relationship management with PTG Call Center partners, monitoring performance and providing training to the call center teams.
This position is responsible for account management of hotels signed up for call center services.
ORGANIZATIONAL RELATIONSHIP
Under the leadership of the VP, Customer Relations, Manager Customer and Call Center Relations works with the Global VIP Desk Team, Revenue Account Management team, the Data Services Department, Travel Industry Sales and the Marketing Department. The Senior Manager, Customer and Call Center Relations has one direct report.
DUTIES & RESPONSIBILITIES
A. VIP Desk: Assist with Top travel agency reservations and additional services requested as part of a guest stay such as upgrades, amenities, clearance over sold dates, dinner reservations, etc.
B. VIP Desk: Support specific PTG programs as outlined and developed (Preferred Access, etc.) and follow PTG processes for logging all inquiries, tracing for follow-up and resolution.
C. Call Center: Account management and call center implementations for member hotels. Monthly report analysis.
D. Call Center: Monitor call center performance for PTG loyalty lines. Provide ongoing coaching.
E. Team: Manage direct reports and provide senior support for the VIP Desk Coordinators team.
QUALIFICATIONS
Excellent written and verbal skills in English. Written samples will be requested.
5+ years of experience in a customer contact position
2+ years of Account Management experience
Proficiency in Excel and managing multiple media simultaneously
Highly organized and relationship driven
Call Center, Travel agency or hotel experience is preferred
WORKING CONDITIONS
Chicago, IL/ or Remote, United States
PHG REQUIRED TRAINING
1. Orientation
2. Loyalty Management System, Voice Agent, Power BI and other tools as needed
3. Dynamics 365 training
4. Call Center and call gating implementation process
DISCLAIMER
The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
As part of the Preferred Travel Group VIP Desk, the Sr. Manager, Customer and Call Center Relations is responsible for senior level of support of all aspects of VIP Desk operation servicing top travel agency accounts.
Additionally, this position will encompass the responsibilities of relationship management with PTG Call Center partners, monitoring performance and providing training to the call center teams.
This position is responsible for account management of hotels signed up for call center services.
ORGANIZATIONAL RELATIONSHIP
Under the leadership of the VP, Customer Relations, Manager Customer and Call Center Relations works with the Global VIP Desk Team, Revenue Account Management team, the Data Services Department, Travel Industry Sales and the Marketing Department. The Senior Manager, Customer and Call Center Relations has one direct report.
DUTIES & RESPONSIBILITIES
A. VIP Desk: Assist with Top travel agency reservations and additional services requested as part of a guest stay such as upgrades, amenities, clearance over sold dates, dinner reservations, etc.
B. VIP Desk: Support specific PTG programs as outlined and developed (Preferred Access, etc.) and follow PTG processes for logging all inquiries, tracing for follow-up and resolution.
C. Call Center: Account management and call center implementations for member hotels. Monthly report analysis.
D. Call Center: Monitor call center performance for PTG loyalty lines. Provide ongoing coaching.
E. Team: Manage direct reports and provide senior support for the VIP Desk Coordinators team.
QUALIFICATIONS
Excellent written and verbal skills in English. Written samples will be requested.
5+ years of experience in a customer contact position
2+ years of Account Management experience
Proficiency in Excel and managing multiple media simultaneously
Highly organized and relationship driven
Call Center, Travel agency or hotel experience is preferred
WORKING CONDITIONS
Chicago, IL/ or Remote, United States
PHG REQUIRED TRAINING
1. Orientation
2. Loyalty Management System, Voice Agent, Power BI and other tools as needed
3. Dynamics 365 training
4. Call Center and call gating implementation process
DISCLAIMER
The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.