Customer Success Representative (SaaS & Customer Onboarding)

at  LodgeLink

REQUIREMENTS:

• Working towards or completed a diploma or degree in Business and/or Administration, Marketing, Communications, Travel/Hospitality Management or relevant field and/or relevant experience
• Adept at creative problem solving with logical approach to resolving customer issues and challenges. A desire to understand our customers and problem solve to exceed customer expectations. Enjoys solving problems and sincerely wants to help customers
• Exceptional verbal and written communication skills, to teach or explain how to use LodgeLink, or clearly articulate how to resolve an issue, and to create and edit content for website use
• Exceptional attention to detail and organizational skills to action and maintain accurate customer bookings and tickets, and manage customer and supplier information
• Able to work collaboratively to engage team members (and colleagues from other teams/groups or externally as required/appropriate) to best resolve client challenges and improve experiences
• Intermediate computer skills and knowledge of Excel and other Microsoft Office applications
• Experience working with reservation systems and help desk technology, SharePoint, Salesforce, and Adobe InDesign (Photoshop) is an asset
• Thorough understanding of hospitality, remote accommodations industry, and potential clientele needs and crew requirements an asset

ABOUT LODGELINK

LodgeLink, a Black Diamond Group company headquartered in Calgary, Alberta, Canada is more than just a digital marketplace and ecosystem for crew travel; we’re a caring tech company on a mission to transform workforce travel. Our digital platform is the key to unlocking seamless solutions for finding, booking, and managing crew travel and accommodation needs. Powered by a growing network of hotel and lodge partners, we address the unique challenges of crew travel, applying technology to streamline the entire process from booking to management, payments, and cost reporting. At LodgeLink, we’re not just saving our customers time and money; we’re changing the future of workforce (crew) travel – for the better.
United by our vision to be THE ecosystem for workforce travel, our values reflect our commitment to collaboration, agility, dependability, inventiveness, and audacity. As a diverse and inclusive team, we come together, sharing ideas, building disruptive technology, and tackling complex problems. Our relentless pursuit to deliver value and superior customer experiences is inspired by a collective passion to ‘Create A Better Way’ for all.
At LodgeLink, we’re seeking exceptional team players with an entrepreneurial spirit to contribute to our rapid growth. If you crave a career, not just a job, we could be the perfect fit.

LodgeLink Total Rewards | Caring for our team is a priority, and we’re pleased to provide these benefits:

• Building a diverse and inclusive team, supporting career growth and development.
• Competitive base salaries.
• Share Appreciation Rights program for salaried employees.
• Paid vacation days and sick days.
• An employee charitable donation program.
• Hotel and travel discounts.
• Comprehensive benefits package including extended health, vision, dental, Health Spending Account, TeleDoc, Employee Assistance Program, Life, Long-term Disability, AD&D, and Critical Illness Insurance.
• In Calgary’s Head Office: Located in beautiful Eau Claire in downtown Calgary, within a 5-minute walk to Prince’s Island Park
• Company-hosted events, and a game room.
• Ability to join our Social Club and join colleagues for fun events such as golf, bowling, curling, stampede events and more.
• Free access to the Aspen Properties Fitness Centers.

LodgeLink is a Black Diamond Group company. Learn more: www.lodgelink.com
Black Diamond Group is a publicly traded company with 20 years of experience in modular space and workforce solutions, and operations across Canada, the United States, and Australia. Learn more: www.blackdiamondgroup.com

ABOUT THE ROLE

We’re Hiring for a Customer Success Representative in Calgary, AB. This role is hybrid - in-office with 20% flexibility to work from home.
Customer Success Representative reports to the Customer Success Manager and plays a key role in our customers’ experience. The role is responsible for analyzing customer booking data and identifying opportunities to educating customers on the benefits of LodgeLink, teaching customers how to best configure their LodgeLink account to maximize the efficiencies gained from using LodgeLink, and provides valuable feedback to our product development team on required modifications or new features. This position requires a passion for excellent customer service, solid data analytics, a curious nature, attention to detail and a can-do attitude. Working for a startup means solving new problems and stepping outside your comfort zone almost every day. You must love these challenges to love working here.

RESPONSIBILITIES:

• Assist customers with reservations (book, cancel, change, create account) via email, phone, and chat support
• Deliver favorable customer support using customer support tools and personal product knowledge
• Help resolve customer issues and interact with customers in a way that engages, and enhances interactions/relationship with LodgeLink
• Act as liaison, communicating with both customers and suppliers. Engage with suppliers to enhance customer experience
• Provide value by asking questions to better understand customer needs to showcase benefits
• Escalate concerns, track patterns in issues and opportunities to improve customer experience
• Become a knowledgeable source of information for property availability, reservations, and listings and use this information to deliver on customer preferences and provide timely, helpful service
• Understand margin cost revenue
• Share customer success stories internally
• Contribute knowledge to product enhancements/product roadmap and fixes
• Collaborate with the LodgeLink team to solve problems, improve and innovate
• Create, prepare for review, and publish new property listings to LodgeLink.com, ensuring accurate, brand-aligned, well written and visually appealing representation of each property
• Organize and manage all web content and assets (photos, etc.) for ease of access and reference