Hyatt is seeking an energetic, motivated, and detail-oriented Customer Service Team Lead to guide our team of hospitality professionals at the Shared Service Center. This position will work closely with the customer service leadership team to support and motivate our customer service teams who provide world-class service via phone, email, and other channels. You will motivate, train, and monitor performance of a team of customer service agents on a daily basis.

Essential Functions:

• Communicates goals, best practices, objectives and deadlines to team members to support performance standards for average speed of answer, request resolution time, quality of service, and other metric goals.
• Motivates team members by leading rewards and recognition activities.
• Assesses and positively impacts employee performance through coaching and mentoring.
• Frequently and actively monitors guest interactions to ensure all service expectations are met.
• Demonstrates exceptional customer service skills while handling guest requests via phone, email, and other methods.
• Assist with training newly hired and tenured colleagues.
• Assisting Senior Agents with approval requests, tax exemptions, outstanding cases, and other duties as needed.
• Assist Customer Service Agents with escalated guest concerns and advanced research.
• Support customer service leadership team with cost-saving and other service enhancement strategies.
• Monitor and enforce assigned schedules for customer service colleagues to maximize service levels.
• Review and utilize information from performance reporting to coach colleagues and drive overall department performance.
• Participate in and assist with performance review meetings, check-in conversations, and team meetings as needed.
• Assist with interviewing, hiring, and other onboarding activities for newly hired customer service colleagues as needed.
• Collaborate with IT, customer service leadership, HR, and other teams to ensure customer service colleagues have necessary tools and technology to provide exceptional service and support for all guest requests.
• Participation in employee events, onsite meetings, hotel visits and industry conferences is expected.
• Other duties as may be assigned by supervisors.
• Work well with others at a variety of levels within the organization.

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

Qualifications:

• Demonstrates high level of customer focus at all times, leads by example for customer service teams.
• Able to support and demonstrate usage of multiple pc-based applications and other technology.
• Effective written and oral communication skills, including ability to deliver effective one-on-one coaching, and deliver presentations online and in-person.
• Strong attention to detail and organizational skills.
• Knowledge of hotel operations a plus.
• Minimum 3 years customer service experience.
• Proven experience supporting and delivering a high level of performance in a complex customer service department.
• Experience monitoring schedule adherence and schedule compliance for a group of 10 people preferred.
• Demonstrated effectiveness giving real-time feedback and handling escalated guest requests.

Education:

• Associate’s degree or equivalent work experience.

Computer Skills Needed to Perform this Job:

• Familiarity with Microsoft Office suite.
• Hands-on experience with Service Now and Opera a plus.