Customer Support Representative

About This Role

This role involves supporting guest services operations for a growing hospitality services provider, overseeing email assignments, B2B orders, and coordinating with various teams to ensure timely and accurate order processing while handling escalated customer issues.

Responsibilities

• Contribute to all functions and operations of the Guest Services Team
• Oversee the assignment of emails by representatives and assign emails according to a rotation for all inboxes
• Oversee the B2B board to ensure orders are being actioned in a timely manner
• Coordinate with On Site Managers and agents for workload distribution
• Ensure assigned orders are processed accurately and in a timely manner
• Support CRM, filing, and order management using company software
• Determine approved preferred supplier for assigned orders using company software
• Research pricing of custom items utilizing company approved websites
• Directly communicate within the supply chain regarding order clarity via phone or e-mail
• Upsell items based on clients' requested menu
• Process Event solutions by following company issued credit matrix and/or involving immediate management support
• Act as point person for any questions presented by Guest Services agents on shift
• Champion new clients and staff with learning, development, and training matters
• Handle escalated issues directly with the customer, kitchen, or vendor in conjunction with Guest Services Manager

Requirements

• High School diploma or equivalent
• Experienced in handling client relationships in a business environment
• Prior experience with catering/culinary operations or hospitality
• Basic knowledge of culinary terms and practices
• Capable of professional communication, both verbally and written
• Schedule flexibility, including evening, weekend or holiday hours

Qualifications

• High School diploma or equivalent, bachelor’s degree in hospitality or culinary field preferred

Nice to Have

• Bachelor’s degree in hospitality or culinary field
• Prior experience in the aviation industry
• Multi-lingual