Customer Account Executive

Customer Account Executive

 

Reporting to the Customer Service Director, the Customer Account Executive is responsible for establishing and maintaining business relationships with corporate contacts and individual properties (referred to herein as customers), ensuring satisfaction and resolving concerns in a timely manner while communicating to all channels of the company.

 

Key Responsibilities:

· Share in the management and division of customer accounts with other Account Executives.

· Proactively communicate with customers to ensure satisfaction, gather information on any concerns and requirements, and resolve concerns in a timely manner.

· Manage small projects, such as service changes, name/brand changes, ISP changes, cancellations of service, equipment upgrades and network additions, within established guidelines.

· Regularly update customer information, including contacts, relationship status, ISP accounts, etc.

· Provide regular updates on major issues through case audits and communicating with customers on hotel statistics and status.

· Confirm all interaction between Guest-Tek and customers are within the guidelines and obligations of the contracts and company policy.

· Correlate and prepare reports ranging from customer specified to Guest-Tek standard.

· Training and communication with customers, including:

o New marketing collateral, services, systems and processes (OneView, GO, Triple Play)

o Administration console navigation (Public IP, users online, reporting, passcode creation)

· Working with Project Management to assist with new services and systems and their delivery.

· Undertake special projects as required with the discretion of the Manager of Customer Care and/or the Vice President of Support and Tech Services.

· Attend departmental meetings and briefings as required.

 

Qualifications:

· 2-3 years experience in an account management, hospitality, communications or marketing role.

· Undergraduate degree or diploma in hospitality, marketing, communications or equivalent.

· Moderate knowledge of information systems, data retrieval, and reporting experience.

· Experience with conflict resolution.

· Fluency in additional languages an asset.

 

Personal Attributes:

· Possess excellent interpersonal and communication skills, both written and verbal.

· Strong organizational skills with the ability to manage several tasks at once and meet deadlines.

· Resilience, patience and an ability to deal diplomatically with any discord.

· Ability to interact with both internal and external customers in a friendly and professional manner.

· Excellent phone manner.

· Work well in a fast-paced environment.

· Team Player (Very important).

· Some travel may be required.