Job Description

Wyndham Hotels & Resorts is now seeking a Help Desk Specialist, Customer Care to join our team at Saint John in Saint John, New Brunswick.

Why Wyndham?

By joining Wyndham Hotels & Resorts, you will play an integral role in our mission to make hotel travel possible for all. You\xe2\x80\x99ll be part of the largest hotel franchise company in the world, where we strive to deliver the best value to our owners and guests. Most importantly, you\xe2\x80\x99ll be entrusted to live our unique Count on Me culture, set by our core values of integrity, accountability, inclusive, caring and fun. At Wyndham, we provide all team members the opportunity to grow through best-in-class training and career development, leadership training, mentorship opportunities and educational support. Supporting our team members is a top priority, which is why we offer competitive compensation and benefits, vacation, team member appreciation days, workplace flexibility and much more. At Wyndham Hotels & Resorts, we value and embrace a culture of diversity, equity and inclusion that supports team members of all backgrounds and experiences. We can\xe2\x80\x99t wait to welcome you!

The Role

We have opportunities for seven (7) Help Desk Specialists for the Customer Care Department. The Help Desk Specialist is the primary line of defense for our Customer Care Team Members.

What you\'ll do

• You will act in a supervisor capacity when working with guests regarding sensitive situations and information.
• You will be empowered to make decisions and compensate at levels above other Customer Care Departments.
• Help Desk Specialists receive inbound phone calls from Customer Care Team Members, Customers, Wyndham Rewards Team Members, General Managers, Reservations and Travel Agents and assist with policy, procedure, system, financial concerns, and product questions as well as provide scripting and guidance in dealing with inquiries and problems.
• Help Desk Specialists must be experts on all areas of Wyndham Hotel Group for accurate assistance in case resolution.
• You also handle overflow call volume for Customer Care, General Manager Hotline and e-mail.

• Strong reasoning and problem-solving abilities when making decisions and consistently deliver exceptional customer service.
• A positive mindset and you are able to remain calm when dealing with stressful situations.
• The ability to listen to guest concerns actively and empathetically, act with integrity and be accountable, maintain confidentiality, and follow established procedures and guidelines.

• 2-3 years professional customer service experience and Customer Care experience is considered an asset.
• The ability to smoothly navigate internet browsers and computer systems.
• A skilled problem solver with demonstrated experience working in a fast-paced environment.
• Excellent verbal and written communication skills to effectively interact with team members and leadership are vital to your success.

Wyndham Hotels and Resorts