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Contact Center Escalation Specialist

Company: Radisson Hotel Group
Location: Omaha
Posted on: June 12, 2021

Job Description:

With eight individual brands and more than 1,500 hotels internationally, Radisson Hotel Group Americas is one of the largest, most dynamic hotel groups in the world. Our portfolio includes Radisson Collection, Radisson Individuals, Radisson Blu, Radisson, Radisson RED, Park Plaza, Park Inn by Radisson and Country Inn & Suites by Radisson.

At the heart of Radisson Hotel Group is our brand promise, Every Moment Matters. More than our signature, it is simply how we do business and who awe are at the core. We strive to provided a meaningful employment experience with a focus on developing our team's talents because we believe our people are the center of our success. Your next opportunity starts here. Join a team of moment makers today!

Guest Escalations

  • Take ownership of escalations sent to our executive leadership team, as well as corporate accounts
  • Work directly with customer and hotels to resolve complex guest issues
  • Provide timely updates to executives and their staff on the progress of complaints
  • Resolve guest issues submitted to the Better Business Bureau
  • Identify escalating issues via Social Media and engage with Digital Marketing and Public Relations teams when necessary

Quality Assurance

  • Ensure internal Support/Escalations team is following procedures and policies in alignment with RHG quality and compliance standards
  • Review escalated guest issues for quality, provide feedback to team on best practices
  • Lead calibration sessions with BPO teams for escalated issues

Guest Satisfaction

  • Identify hotels with consistent complaints and report to the Operations team for further review
  • Escalate web related issues reported by customers to the appropriate team
  • Follow-up on guest feedback left within IVR survey

Requirements/Skills

We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information or other protected class. Background checks are also required before employment begins.

Visa Requirements: We participate in E-Verify and all candidates must be in possession of identification providing authorization to work in the United States as defined in the Immigration Reform and Control Act of 1968 (IRCA). This position does not offer sponsorship of Work Visas.

Keywords: Radisson Hotel Group, Omaha , Contact Center Escalation Specialist, Other , Omaha, Nebraska

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