Guest Experience Supervisor, After Hours Call Center at National Corporate Housing

, , United States -

Full Time

Start Date

Immediate

Expiry Date

10 Aug, 26

Salary

34.5

Posted On

12 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Management, Problem Solving, Staff Training, KPI Management, Scheduling, Communication Skills, Vendor Coordination, Database Management, Recruitment, Professionalism, Phone Etiquette

Industry

Description

Guest Experience Supervisor, After Hours Call Center National Corporate Housing | Home, Wherever You Are National Corporate Housing is looking for an experienced, skilled problem solver to join our team as a Guest Experience Supervisor, After Hours Call Center. This individual will help handle all after hours company customer service issues and support AHCC staff. The selected person needs to have a professional image, strong communication and customer service skills. National Corporate Housing is a multi-brand, global leader in providing temporary housing program management for global business travel and corporate relocations. National is one of the largest providers of temporary housing around the globe. Guided by our vision to be the most admired and respected global company to our coworkers, customers, and suppliers, National is sought out by and maintains strong strategic alliances across multiple business industries including, engineering, construction, technology, consulting, insurance, government agencies and government contractors, professional sports and entertainment. This position is Full Time, overnight and weekend availability required. Responsibilities: * Create, update and keep currently AHCC Weekly shift schedule * Manage Day-to-Day team communications, KPI and performance * Recruit, hire & train new and temporary AHCC GEC staff * Follow-up on AHCC team reporting to ensure completed by associates and markets (where necessary) * Work with markets to coordinate AHCC staff to assist on market coverage and additional projects * Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller * Assist all markets with after-hours emergency calls * Update customer information in the customer service database during and after each call * Prepare and send welcome letters to guests * Provide move in and move out instructions to customers * Perform departure calls to customers * Work with the management team to stay updated on product knowledge and be informed of any changes in company policies * Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers * Assist team with sending out necessary move in documents when needed * Follow up and notify markets of after-hours emergency calls received * Coordinate vendor deliveries, setups, and installations * Report maintenance issues or items needed in units * Develop and maintain relationships with customers, clients, and vendors * Daily communication with staff and flexibility for last minute changes needed * Respond to sales inquires * Respond to inquiries and book hotels, travel, furnished corporate apartments and all National Insurance Housing requests * Request folios from hotels * Other duties as assigned Requirements: * High School Diploma or GED * Must be over 18 years of age A self-starter with good communication and presentation skills * Must have excellent customer service and phone skills * Have a “whatever it takes” attitude toward customer satisfaction * Knowledge of basic computer programs Benefits: * Competitive Compensation + bonus potential * $28.00-$34.50 * Health, Dental and Vision insurance * 401K plan * One of a kind culture with dedicated Diversity, Equity, and Inclusion Specialist and Inclusion Council * Inclusive Awards and Recognition Program for All * Paid time off * Wellness program * Complimentary use of corporate apartments for vacation or travel (when available) Fair Labor Standards Act (FLSA): Non-Exempt Will not provide assistance with relocation costs National Corporate Housing is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status

Responsibilities

Supervise the after-hours call center team, managing scheduling, KPIs, and staff training. Handle emergency customer service issues, coordinate vendor deliveries, and maintain professional relationships with clients and guests.