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Call Center Support - 2016-0005

Position Summary: 

 

Location: Bethesda, MD

 

  • Provide first level support to customers and partners.

  • Provide excellent customer service and follow-up for any and all customers.

  • Queue management of incoming calls/message care.

  • Case maintenance and customer follow up.

  • Developing, and working to continually increase a good working knowledge of supported applications, brand standards, system changes, and procedural changes.

  • Actively participating in maintaining a team atmosphere.

  • Establish and maintain a positive work environment (morale, cleanliness, etc.)

  • Assisting other analysts as necessary with support issues and escalations.

  • Escalation to second and third level support and/or on-call support as necessary.

  • Maintain Escalation of critical issues to Senior’s and Manager.

  • Understanding proper ACD login/logout procedures as well as the proper use of AUX codes.

  • Adhere to all SOPs and LSOPs

  • Execute any reasonable task as requested by Manager/Director.

 

Work Environment:

  • 24 hour x 7 day operation

  • Shift Work Note: The Help Desk is a 24X7 operation. Project timelines and schedules may warrant adjustment to key hours of operation. Flexibility to these schedule changes is required.

 

Education:

  • 1 – 2 years’ work experience in customer services support or having equivalent experience. 

  • BS/BA in Business Administration, training and on-the-job experience is preferred. 

 

Skills and Experience:  

  • Working knowledge of a Select Service / Extended Stay property as well as the FOSSE PMS System.  

  • Basic knowledge of PC, Windows environment 

  • Basic networking and connectivity knowledge 

  • Ability to work effectively on an independent basis or in a team environment. Must be able to interact with other groups and vendors. 

  • Strong customer service skills. 

  • Strong communication skills. 

  • Strong analytical skills and detailed problem resolution.  

  • Strong interpersonal skills. 

 

Apply:  Please send a cover letter and resume along with your salary requirements to resumes@nucrest.com.

 

Nucrest is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.