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Member Experience Specialist (Customer Service Call Center)

| Greater Denver Area

Hotel Engine, a membership based hotel booking site, provides business professionals access to corporate rates on hotel stays. Our Member Experience Specialists work with individuals, API integration partners, and hotel suppliers on any changes to an original reservation being made. We work with all hotel brands and are advocates for our clients, working to complete cancellations, change of date requests, negotiate out of fees, and ensure proper billing procedures are being met.This position pays $16/hr.
Responsibilities:

  • Handle client requests on changes to hotel reservations through phone and email conversation
  • Maintaining detailed notes on all files to ensure issues are able to be readdressed at a later time if necessary without issue
  • Confirming with hotels that proper billing procedures are/were being followed
  • Reaching out in a very professional manner to corporate contacts, if necessary, to resolve tougher issues
  • Communicate internally and externally solutions to issues, and provide feedback to the team in the interest of developing more efficient future processes
  • Processing client refunds
  • Interacting with several online portals
  • Provide high level customer service

Requirements:

  • Must have strong customer service skills; experience working in hotels a plus
  • Enthusiasm for learning technology to support a IT development team’s needs
  • Must be a proactive self-starter & work with urgency
  • Exemplary organizational skills
  • Must be able to work independently as well as take instruction from supervisor
  • Excellent communication skills, both written and verbal
  • Must have the ability to quickly learn systems, processes, and procedures
  • Ability to problem solve and work on several projects simultaneously while continuing to provide quality work
  • Knowledge or experience with travel booking software and Salesforce is a plus

What we provide:

  • Paid vacation, holidays and sick days
  • Medical, Dental, and Vision Insurance Plans
  • 401K and supplemental insurance plan benefits
  • Paid gym membership, snacks, and organic fruit delivery
  • Free parking, free option for secure bike storage.
  • Discounted Wireless Service plans
  • Company sponsored events, holiday parties

EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, protected statuses). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • RubyLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

720 S Colorado Blvd, Denver, CO 80246

An Insider's view of Hotel Engine

What’s the vibe like in the office?

The whole team is willing to jump in and help one another to solve complex problems and enhance the customer experience. Everyone is kind, fun and energetic so it makes for an amazing work environment.

Mallory

Digital Marketing Manager

How do you collaborate with other teams in the company?

Everyone is open to working together to solve business challenges in a way that will help the business grow. It’s very common to work with other teams to solve problems. Whether it be to help my department or another, the environment is very collaborative.

Kailey

Operations Manager

How does the company support your career growth?

Hotel Engine gives me the opportunity to grow and learn every day. I love the "grow or die" mentality, because it means that the company is constantly striving for our best work and supporting our growth.

Brook

Account Executive

What does career growth look like on your team?

I started out at our sister company, Travelers Haven as a Senior Software Engineer and was promoted to Director of Engineering. I then moved full-time to Hotel Engine and became the VP of Engineering where I now run our entire development team. It has been great to have the opportunity to develop my career and grow professionally with Hotel Engine

John

VP of Engineering

What are Hotel Engine Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Team based strategic planning
Group brainstorming sessions
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Vacation & Time Off Benefits
Paid Volunteer Time
Our employees receive 16 hours per year of paid volunteer time.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
We offer employees Free on-site garage parking.
Fitness Subsidies
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