Customer Service Phone 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.

We are looking for experienced call center professionals who are available to work a part-time schedule (20 hours), primarily evening, overnight and weekend coverage. Our Bilingual Customer Experience Agents are valued members of our team who enjoy HT perks and a tight-knit remote team culture.

* Provide phone support to HotelTonight customers and hotel partners in English and Italian * Answer general questions about how HotelTonight works and assist customers with using our app * Resolve billing and booking issues in a real-time, non-scripted environment - ensuring a flawless guest experience and a swift resolution * Make judgement calls in high pressure situations while leaving customers delighted * Resolve customer issues in the first contact, only escalating the ticket when is appropriate * Balance a steady stream of inbound calls with accurate record-keeping of customer interactions to ensure we are continuously delivering the best support possible * Act as a brand ambassador and live our company values in every customer interaction

* Native fluency in ITALIAN is required * At least one year of high-volume call center experience in a metric-driven environment is required * Tech-savvy and proficient with iPhone and Android - you can quickly and easily navigate and multi-task across apps, the internet, chat programs, and video conferencing tools * A strong track record of delivering exceptional customer service at a customer-oriented business, bonus for experience in the hospitality industry * Comfortable being empowered to make decisions and a strong understanding of the financial implications of those decisions * A natural at efficient and straightforward communication in a non-scripted, high-touch service environment * Cultural knowledge and ability to apply cultural context to customer support * Grace under pressure and an instinctual inclination toward hospitality * High emotional intelligence, empathy, and strong active listening skills * A true passion for helping people, fixing problems, and figuring things out! * Experience with Talkdesk, Salesforce, and Desk.com a huge plus!