Customer Service Specialist

Job Description

Job Description

Overview:

We are seeking a Customer Service Specialist who will play a pivotal role in ensuring the success of our customer experience programs. This individual will act as a trusted point of contact for customers —providing seamless customer support, and delivering reliable program assistance. The ideal candidate thrives in a fast-paced environment, adapts quickly to shifting priorities, has a positive attitude, and takes pride in delivering high-quality service with professionalism and empathy.

Key Responsibilities:

• Customer Support: Provide exceptional customer experience by being attuned to guest needs and proactively striving to exceed them. Manage inquiries by phone and email with professionalism, empathy, and efficiency.
• Program Support: Provide day-to-day support for a variety of program initiatives, including scheduling, coordination, and other operational tasks. Shift seamlessly between tasks based on the current priorities.
• Data & Reporting: Document customer interactions and maintain accurate, up-to-date records in CRM systems. Ensure all details are captured correctly to support future inquiries or issues.
• Issue Resolution: Take ownership of resolving unexpected issues in real time, using critical thinking and resourcefulness to minimize disruption. Engage internal teams or vendors when additional support is required.
• Collaboration & Ownership: Manage assigned tasks and program responsibilities with a strong sense of accountability. Work independently to deliver results while fostering collaboration and open communication with teammates and stakeholders.

Qualifications:

• 1–3 years of professional experience, preferably in customer support, travel coordination, hospitality, or related roles
• High School diploma or equivalent required; associate or bachelor’s degree preferred

Skills & Abilities:

• Strong written and verbal communication skills
• Excellent problem-solving abilities with a focus on customer satisfaction
• Ability to manage multiple tasks simultaneously with strong organization and attention to detail
• Composed and effective in handling escalated or complex situations
• Intermediate Excel proficiency
• Comfortable working with multiple platforms and learning new systems; prior experience with CRM platforms, Smartsheet, or similar tools is a plus
• Ability to work independently while thriving in a collaborative team environment

Additional Information

• Full-time, on-site position
• Primarily standard business hours, with occasional weekend and after-hours support as needed