Hotel Connections – Customer Service Executive / Account Executive

Purpose

The Account Coordinator will support the Account Management team and associated clients with a variety of different issues in an efficient and timely manner by taking ownership of each case from beginning to end. In addition, the Account Coordinator will liaison with other departments to ensure swift and consistent problem resolution.

Essential Duties

• Responsible for maintaining positive and loyal relationship between Hotel Connections and customers
• Day to day customer issues, working closely with Customer Service and other applicable resources within the company
• Use discretion and independent judgment when interacting with customers to provide assistance and advice as needed
• Provide customer service and technical issue resolution via email, phone and/or other electronic medium
• Answer product and process related questions posed by customer
• Complete understanding of functionality on all software applications
• Conduct training with hotels and airline personnel on Hotel Connections, Inc. proprietary software
• Prepare and present presentations/product demos to customers when needed
• Reconciliation and invoicing of client’s crew accommodations; this will include regular, scheduled crew accommodations, training bookings, corporate travel, ad hoc markets, and other related items
• Contributes information to account management strategies by evaluating current products results; identifying customer unmet needs; monitoring competitive products; analyzing and relaying customer reactions and sharing this knowledge with the Account Management team and leadership

General Description

To perform the job successfully, an individual should demonstrate the following:

• Excellent verbal and written communication skills
• Ability to work effectively with customers at all levels
• Aptitude for learning and mastering all relevant internal software applications
• Responds promptly to customer needs, solicits customer feedback to improve service, while exceeding client expectations
• Displays willingness to make decisions, exhibits sound and accurate judgment and includes appropriate people in decision-making process
• Prioritizes and plans work activities; uses time efficiently
• Adapts to changes in the work environment, manages competing demands, and changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events
• Demonstrates accuracy and thoroughness, looks for ways to improve and promote quality, and applies feedback to improve performance; monitors own work to ensure quality
• Follows policies and procedures, completes administrative tasks correctly and on time; supports organization’s goals and values