Digital Customer Support Specialist

Overview: We are seeking a dedicated Digital Customer Support Agent to join our team for a three-month contract, with the potential for extension. The successful candidate will be responsible for managing guest care tickets via email, addressing a variety of issues, while maintaining productivity and service levels. Additionally, this individual will be responsible for the training and development of new team members. The role may require working afternoon, evening, and weekend shifts.

Responsibilities
Answering guest care tickets via email or social media.
Resolving an average of 300 tickets per week, average of 7 per/hour
Offering solutions and following up to ensure resolution of guest requests - reaching CSAT of 80%
Identifying high risk complaints and escalating through the appropriate procedure to supervisors.
Adhering to guidelines, escalation procedures, and tagging system.
Meeting performance metrics as productivity, quality, reply time and customer satisfaction.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

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Required Skills and Experience:
Exceptional communication and customer service skills
Owns a laptop and has a designated workspace at home
Strong affinity for technology and applications
Proficiency in written and verbal English and French
Availability to work one weekend day and overtime if necessary
Experience with Microsoft Office
Resourceful, self-starter and self-motivated
Problem solver, thinking quickly and creatively to resolve issues.
Adaptable and quick to learn new systems and processes in dynamic work environments.

Preferred Skills and Experience:
Experience in loyalty programs, including guest handling
Background in analytics, technology, live chat, phone lines, or IVR
Certificate or diploma preferred

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.