Customer Service Rep

Job Description

Job Description

Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio of hotels and resorts in the United States. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their ”uniquely local” community in order to curate exciting, approachable and local travel experiences for guests.

Who We Are : Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.

Growth and belonging start here ; you'll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role-from Guest Services to Finance, Culinary to IT-offers opportunities to grow and make a meaningful impact.

Creating a Team Member experience where you belong no matter what age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

What We Offer :

• Competitive health & wellness benefits, 401(k) & company match

• Paid Sick Days, Vacation, and Holidays, Paid Bereavement, Paid Pet Bereavement

• Training & Development opportunities, career growth

• Tuition Reimbursement

• Pet Insurance

• Team Member Hotel Rates, other discounts, perks and more

What We're Looking For :

The Customer Service Representative plays a key role in a high-volume Shared Services environment, supporting a diverse portfolio of hotel properties across North America. Operating within a fast-paced contact center setting, this position serves as a primary point of contact for guests, handling billing inquiries, charge disputes, and account resolution requests through phone, email, and online chat channels. The Customer Service Representative partners closely with Shared Services and hotel teams to deliver timely, accurate, and effective solutions that enhance the guest experience. Success in this role requires a strong commitment to customer satisfaction, attention to detail, and the ability to consistently achieve daily, weekly, and monthly performance goals while providing exceptional service.

Who You Are :

• Customer-focused with a passion for delivering exceptional service and resolving guest concerns with professionalism and empathy.

• Detail-oriented and analytical, able to accurately research billing inquiries, identify discrepancies, and ensure account accuracy.

• Effective communicator who builds positive relationships with guests, clients, and internal partners through clear and professional interactions.

• Adaptable and resilient, maintaining composure and productivity in a fast-paced, high-volume contact center environment.

• Results-driven team player who takes ownership of their work, collaborates effectively with others, and consistently meets performance goals and service standards.

What You'll Do :

• Uphold all company policies, PCI compliance standards, guest confidentiality requirements, and accounting best practices.

• Deliver exceptional service that strengthens brand loyalty and reflects the guest experience provided at our hotel properties.

• Build and maintain strong partnerships with hotel Finance and Operations teams to ensure effective communication and timely resolution of guest concerns.

• Manage inbound contacts through phone, email, and online chat channels, maintaining readiness to support service-level objectives and minimize guest wait times.

• Respond to guest and client inquiries regarding billing, hotel folios, account activity, and disputed charges with professionalism and accuracy.

• Research, investigate, and resolve billing disputes in collaboration with Billing Services and hotel team members.

• Process account adjustments and corrections as needed while ensuring accuracy and compliance with established procedures.

• Document all guest interactions, inquiries, and resolutions within the ticketing and case management systems.

• Consistently achieve established productivity, quality, service, and performance metrics while maintaining high levels of customer satisfaction.

• Maintain regular attendance, participate in required training and meetings, work flexible schedules as business needs dictate, and perform other duties as assigned.

Your Experience Includes :

• High school diploma or GED required; customer service, hospitality, finance, or contact center experience preferred.

• Strong verbal and written communication skills with the ability to professionally assist guests and clients.

• Excellent customer service, problem-solving, and conflict-resolution skills.

• Ability to maintain confidentiality and handle sensitive information with discretion.

• Proficiency in Microsoft Office, including intermediate Excel skills, and the ability to learn new systems quickly.

• Strong analytical, organizational, and time-management skills with attention to detail and accuracy.

• Ability to prioritize multiple tasks, adapt to changing priorities, and perform effectively under deadlines and pressure.

• Working knowledge of basic accounting principles and business mathematics, with the ability to work collaboratively in a team environment.

Loews Hotels & Co is an Equal Opportunity Employer committed to a diverse work culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, gender, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you would like to request a reasonable accommodation to submit an application or participate in the hiring process please contact our Human Resources team.