Customer Care Specialist

Provide efficient and prompt customer follow-up on unresolved issues, coordinating efforts with other support teams when necessary. Troubleshoot technical problems on reservation, web, and business intelligence products by determining root causes, resolving on the first attempt if possible, and accurately documenting cases in Salesforce.com. Research existing processes using knowledge base software and job aids, while educating customers on TravelClick products and available training resources. Ensure quality processes and customer satisfaction on all interactions, identify critical issues for quick escalation, and complete all training requirements resulting from ongoing quality monitoring assessments. Maintain up-to-date knowledge of frequently changing procedures and apply previous hospitality and customer service experience to assist guests.