Job Description
Job Description
Our client is seeking a Director of Guest Relations to join their team in near Oak Brook Illinois. In this role, you will be responsible for overseeing the guest relations team, handling customer complaints, ensuring timely and accurate processing of customer credits, and maintaining up-to-date documentation of all processes and procedures.
This is hybrid role 3 days in office 2 days WFH.
Responsibilities :
- Oversee the guest relations team that handles all inbound feedback and complaints via phone, email, and internal referrals.
- Ensure all customer issues are assigned, tracked, and responded to in a timely manner.
- Investigation and resolution of customer complaints.
- Collaborate with the product team to analyze survey data, identify trends, and eliminate recurring issues.
- Oversee the team to ensure knowledgeable and reliable coverage
- Maintain up-to-date documentation of all processes and procedures and provide ongoing training
- Use strong analytic skills to identify trends and drive a strong customer service and quality focus in the organization.
- A compelling leader who can drive strong customer service and quality focus in the organization
- Expert in best practices in customer service and quality
- Solution oriented with sound judgment
- Strong analytic skills; comfortable working with data and identifying trends
- Demonstrated experience creating processes, tools, and training for a successful customer service team
- Effective communicator with guests, resolving escalated issues, and colleagues, collaborating across the organization
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