Customer Service Live Chat Agent

Launched in 2011, HotelTonight offers the world’s best mobile apps for booking hotels. We make it remarkably easy to book great hotels at amazing last-minute rates on your mobile device, for tonight, tomorrow and next week. When hotels have unsold rooms, they load them onto the app, which means incredible deals. We screen every hotel featured, and only work with ones you'll love.

HotelTonight makes it remarkably easy to book great hotels at amazing last-minute rates on your mobile device, for tonight, tomorrow and next week. As we continue to rapidly grow around the world, we are looking for experience-driven agents to provide the next level customer experience within our CX Chat platform. The ideal candidate will have a wicked sense of humor, impeccable writing skills and a problem-solving mindset to work with our discerning guests. We are building the world's best hotel booking apps, and you will play a key role in a company that is recognized for superior customer service and is fast becoming a household brand in travel. This is a remote work-from-home position, but you must reside in Texas. Applications without a resume and cover letter won't be considered. Are you bilingual? Awesome! Let us know which languages you speak fluently in your application and we can consider you for our Bilingual roles as well!

* Provide lighting fast, best in class customer support through a high volume chat channel * Triage and prioritize a variety of cases with razor-sharp focus in our custom backend tool * Accurately tag conversation topics and issue types and ensure proper record keeping * Delegate appropriate tasks to our supporting team and work with them to deliver excellent results * Answer general questions about the app and assist customers with using HotelTonight * Resolve real-time complaints and booking issues-- responsible for maintaining the high quality support that HT is known for * Make outbound calls to hotel partners to resolve customer issues and requests, while simultaneously responding to customer chat conversations

* A track record (1+ year) of delivering exceptional service at a customer-oriented business * Hospitable in nature and an eager solution-creator who’s no stranger to hospitality, live chat, or concierge type work (6+ months) * You ADORE working with the public and all types of people ... and can do it with ease and grace! Your friendly and vivacious personality shines through, especially in your written communications. * Computer savvy and proficiency with iPhone and Android devices * Ability to multitask on a regular basis, handling multiple requests and communications at once * A natural at efficient and straightforward communication in a non-scripted, high-touch service environment * Superb written communication skills as well as efficient, diplomatic and friendly phone manner * Intuitive ability to manage and prioritize cases based on a variety of dynamic conditions * Demonstrated experience owning customer issues and following them until the customer is happy * Comfortable being empowered to make decisions; demonstrated sensibility and understanding of the financial implications of those decisions. * Availability for a wide variety of shifts in an industry that is 24/7/365 (including early mornings, overnights, and weekends) * Availability to provide additional hours on holidays and other occasions when business requires it * Availability of a stable high-speed internet connection and a quiet workspace at home