Customer Service Team Lead

Organization- Shared Services Center - Moore

Summary

Hyatt is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. The Hyatt Shared Service Center (HSSC) provides accounting support for over 150 Hyatt Hotels in North America and South America. Some of the accounting functions are the following: Billing Customer Service, Accounts Receivable, Accounts Payable, Sales and Use Tax, Payroll, and Treasury. However, the functions the Hyatt Shared Service Center supports continues to grow.

We believe our customers select Hyatt because of our caring and attentive associates who work hard to provide efficient service and meaningful experiences. It’s a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. At Hyatt, we care for people so they can be their best. Associates of Hyatt are given the tools from the first day to make a difference. Hyatt employees enjoy the following benefits: health and welfare programs, Hyatt retirement savings plan, educational assistance, employee stock purchase program, 12 free room nights for full time associates after 90 days of service, community involvement, and wellness reimbursement.

Hyatt is seeking an energetic, motivated, and detail-oriented Customer Service Team Lead to guide our team of hospitality professionals at the Shared Service Center. This position will work closely with the customer service leadership team to support and motivate our customer service teams who provide world-class service via phone, email, and other channels. You will motivate, train, and monitor performance of a team of customer service agents and Hotels on a daily basis.

Essential Functions:

• Assisting as a liaison for the hotels supported by the Shared Services.
• Communicates goals, best practices, objectives and deadlines to team members to support performance standards for average speed of answer, request resolution time, quality of service, and other metric goals.
• Motivates team members by leading rewards and recognition activities.
• Assesses and positively impacts employee performance through coaching and mentoring.
• Frequently and actively monitors guest interactions to ensure all service expectations are met.
• Demonstrates exceptional customer service skills while handling guest requests via phone, email, and other methods.
• Assist with training newly hired and tenured colleagues.
• Assisting Senior Agents with approval requests, tax exemptions, outstanding cases, and other duties as needed.
• Assist Customer Service Agents with escalated guest concerns and advanced research.
• Support customer service leadership team with cost-saving and other service enhancement strategies.
• Monitor and enforce assigned schedules for customer service colleagues to maximize service levels.
• Review and utilize information from performance reporting to coach colleagues and drive overall department performance.
• Participate in and assist with performance review meetings, check-in conversations, and team meetings as needed.
• Assist with interviewing, hiring, and other onboarding activities for newly hired customer service colleagues as needed.
• Collaborate with IT, customer service leadership, HR, and other teams to ensure customer service colleagues have necessary tools and technology to provide exceptional service and support for all guest requests.
• Participation in employee events, onsite meetings, hotel visits and industry conferences is expected.
• Other duties as may be assigned by supervisors.
• Work well with others at a variety of levels within the organization.
  
  

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Qualifications

• Ability to read, write, and speak in fluent English.
• Ability to read, write, and speak in Spanish a plus (not required)
• Demonstrates high level of customer focus at all times, leads by example for customer service teams.
• Able to support and demonstrate usage of multiple pc-based applications and other technology.
• Effective written and oral communication skills, including ability to deliver effective one-on-one coaching, and deliver presentations online and in-person.
• Strong attention to detail and organizational skills.
• Knowledge of hotel operations a plus.
• Minimum 3+ years customer service experience.
• Proven experience supporting and delivering a high level of performance in a complex customer service department.
• Experience monitoring schedule adherence and schedule compliance for a group of 10+ people preferred.
• Demonstrated effectiveness giving real-time feedback and handling escalated guest requests.
  
  

Education:

• High School degree or equivalent work experience required.
• Associates degree is a plus.