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Premium Support Sr. Spec.

Iconma

Montreal, QC

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JOB DETAILS
SALARY
$41.16–$46.16 Per Hour
SKILLS
Apple Macs, Communication Skills, Community and Social Services, Computer Skills, Continuous Improvement, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Support/Service, Detail Oriented, English Language, Establish Priorities, Health Plan, Hospitality and Tourism, Leadership, Mac Operating System, Management Consulting, Multicultural, Multitasking, Negotiation Skills, Online Chat, Organizational Skills, Performance Management, Policy Development, Presentation/Verbal Skills, Problem Solving Skills, Process Development, Process Improvement, Quality of Care, Relationship Management, Rentals, Resolve Customer Issues, Risk Analysis, Sales Management, Team Player, Time Management, Writing Skills
LOCATION
Montreal, QC
POSTED
4 days ago
Our client, is a Vacation Rentals company, is looking for a Premium Support Sr. Spec for their Montreal, QC location.
 
Responsibilities:
  • Excellent verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
  • Active listening skills
  • Empathy and patience in dealing with customers, especially in high-pressure situations
  • Strong organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
  • Passion for delivering exceptional customer service and setting a high bar
  • Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
  • Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
  • Ability to adapt to new tasks and responsibilities as needed
  • Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
  • Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
  • Advanced computer skills, including Apple/Mac OS, Google Suite, and  familiarity with CRM systems and the ability to quickly learn new tools
  • Language proficiency in English, other languages are a plus
  • 4+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
  • Hospitality experience is a plus, in particular working for technology platforms.
  • Prior experience using phone, messaging, or live chat to interact with users/customers is preferred. 
  • Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly
 
Requirements:
  • Provide the highest level of service to our community in each and every case
  • Interact with Client customers and community members through all current and future channels, both inside and outside of Client tools
  • Take end-to-end ownership of all assigned cases: ensuring a complete final resolution is reached based on workflows, management guidelines & your own assessment of the case situation
  • Become a subject matter expert in Client policies and procedures
  • Operate with little to no support from your leadership
  • Explain and simplify complex information, provide appropriate context, and address complex questions with confidence
  • Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
  • Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
Combining Efficiency With Bespoke Quality:
  • Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention
  • Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
  • Ability to multitask and handle multiple issues at the same time with efficiency and speed
  • Ability to articulate a rationale and make decisions on when and how to make workflow exceptions
  • Personalize communications to users, demonstrating the highest hospitality standards
Participating In Your Team’s Improvement:
  • Leverage your functional operational knowledge to proactively support the team success
  • Provide insights about community experience and continuous improvement opportunities to your Management
  • Collaborate with management & leadership to identify process and policy inconsistencies and recommend improvements for the dedicated user segment
  • May support Management on initiatives as assigned, such as to drive performance improvements, supporting Management on consultations, acting as a subject matter expert, etc.
  • Willing to take on various tasks and responsibilities as needed (including moving teams) and  showing openness to new challenges and a proactive approach to work.
Stakeholder Engagement:
  • You have gained the trust of internal & external stakeholders through effective relationship management and delivering results
  • Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
  • Inspire a culture where quality is a core principle.
 
Why Should You Apply?  

About the Company

I

Iconma

ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.

  • Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
  • Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
  • Founded in 2000
  • 2000+ Employees

The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Management Consulting Services
EMPLOYEE BENEFITS
401K, Employee Referral Program, Life Insurance
FOUNDED
2000
WEBSITE
https://www.iconma.com/