CUSTOMER SERVICE COORDINATOR AwayTeam Travel, LLCLOCATION: Clearwater, FLDEPARTMENT: LODGING REPORTS TO: DIRECTOR OF LODGINGSTATUS: FULL-TIME (EXEMPT)ABOUT THE COMPANY:AwayTeam Travel ("AwayTeam") is a technology company specializing in booking hotel rooms for families and teams traveling to youth and amateur sports events.Founded by The Sports Facilities Companies ("SFC"), a market leader in the management of youth and amateur sports venues, AwayTeam was designed as a fully customizable travel solution for SFC's network of sports destinations. Our technology simplifies group travel arrangements, helping families and teams focus on what matters, most-game time.SFC is the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.SFC has been awarded national recognition as a Top Workplace year over year and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.POSITION SUMMARY:The Customer Service Coordinator will report to the Director of Lodging and will be responsible for delivering a superior customer service experience to event owners, hoteliers, and individuals booking reservations through the AwayTeam lodging platform. This role will be the first point of contact for teams and individuals needing assistance with booking rooms and managing reservations for events. The Coordinator will maintain a rapid response rate, keep detailed records of customer communications, and be proactive and reactive with communications to hoteliers, event owners, event attendees, and venue staff.This position will aim to continuously improve and develop the AwayTeam product and services while collaborating with the venue teams, hoteliers, and event owners to meet financial and service goals.PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:Support the Director of Lodging and Account Managers with the coordination of room blocks for eventsManage strong hotel partner and vendor relationsCreate, cancel, and modify room reservation requestsInvestigate and resolve customer inquiriesMake outbound phone calls to event attendees, hoteliers, venue staff, and event operatorsMaintain inventory of rooms, reservations, and hotel assignmentsServe as the first point of contact for customer service inquires received through telephone, email, and chatParticipate in strategic meetings with venue teams and event owners to explain AwayTeam services and to obtain a full understanding of events and their housing needsParticipate in meetings with event owners, venue staff and hoteliers regarding their pick-up, housing concerns, etc.Review and understand RFPs for contracted events with hoteliersContinuously monitor hotel pick-up and communicate with hotels, CVBs and the partner clients as necessaryCoordinate and collaborate with the Marketing Department on the promotion strategy of events to attendeesReport booking sales pace and pre/post event metricsProvide on-site representation of AwayTeam at select events, conferences, and sales meetingsWork closely with venue staff and event owners to receive timely and actionable feedback on all key performance indicators for eventsAll other duties as assigned by managementMINIMUM QUALIFICATIONS:Bachelor's in hospitality, travel/tourism, business administration, or similar area of study preferredExperience in customer service, sales operations, and the Hotel/Travel industryMust have excellent interpersonal and problem solving skillsMust be a team playerMust have excellent verbal and written communication and presentation skillsMust have experience with MS Excel, Word, PowerPoint, and Outlook, and have demonstrated the ability to learn new software platforms quicklyMust possess a strong ability to document and communicate with all levels of the organizationAbility to manage multiple software programs, deliver prompt and accurate responses to email and phone communications and provide a simple, rapid, competent support experienceAbility to develop lasting professional relationships with clientsMarketing and promotional experience a plusStrong attention to detail, organizational skills and ability to work well under deadlinesAbility of providing solutions and delivering results WORKING CONDITIONS AND PHYSICAL DEMANDS:May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop or bendWill be required to operate a computerOffice has intermittent noiseTRAVEL DEMANDSUp to 30% as needed
Job Posted by ApplicantPro