Customer Service Specialist

Customer Service Specialist – Allerton Park and Retreat Center, Monticello, IL This full‑time position (7 a.m.–3 p.m.; weekends required) is responsible for ensuring a flawless guest experience through front‑desk operations, guest services, and event support. Responsibilities Greet and register guests and check them out of the hotel, making reservations, sending confirmation emails, processing payments, processing refunds, and resolving complaints. Maintain records of guest information and interactions. Compile monthly revenue numbers of hotel operations and prepare statements for the Retreat Center Coordinator. Supervise part‑time and other full‑time housekeepers, including interviewing candidates, training employees, assigning work, and evaluating staff. Serve as the primary point of contact for guests and potential guests, answering questions about Allerton history, amenities, and area attractions and directing them to appropriate departments. Respond to guest inquiries and requests and resolve complex issues in a timely, friendly, and efficient manner. Ensure that events on the property are ready when clients arrive by assisting with set‑up and placement of food, beverage, and other items. Book rentals for events, processing payments and emailing confirmations and necessary information to clients. Sell gift certificates and Allerton merchandise over the phone or in person, including preparing the product, shipping, processing payments, and recording sales. Collaborate with the Retreat Center Coordinator to set standards and policies for the Allerton guest experience, including hotel and front‑desk operations. Maintain hotel inventory, purchasing and/or reporting needed items. Maintain a clean, sanitary, and comfortable environment for hotel guests by reporting items in need of repair, ensuring confidentiality and security of guest rooms, making beds, removing and replacing linens, washing, drying, and folding laundry, restocking closets, and cleaning guest rooms and bathrooms (dusting, mopping, vacuuming, washing windows). Other duties as assigned. Minimum Qualifications High school diploma or equivalent. At least three (3) years (36 months) of education or experience from the following categories: college coursework in business administration, communications, public relations or a closely related field (30 semester hours equals one year of experience, etc.); or responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience; or one (1) year of work experience comparable to a Customer Service Representative. Knowledge, Skills and Abilities Professional appearance and positive interaction with hotel guests. Reliability. Highly organized with high attention to detail. Excellent communication skills. Ability to lift 50 lbs. Appointment Information This is a 100 % full‑time Civil Service 4809 – Customer Service Specialist position, appointed on a 12‑month basis. The expected start date is as soon as possible after the close of the search. Salary range: $42,000–$46,000. Sponsorship for work authorization is not available. Equal Opportunity Employer The University of Illinois System is an equal‑opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodation portal or by contacting the Office for Access & Equity at View phone number on click.appcast.io, option#1, or View email address on click.appcast.io. #J-18808-Ljbffr