Representative, Guest Services

About This Role

This guest services role focuses on responding to incoming calls and emails, aiming to provide a superior experience for guests. The position involves resolving issues or escalating them as needed, handling parking reservations, and processing payments for various services.

Responsibilities

• Respond to all incoming phone calls and emails received by the Guest Services department, resulting in resolution or escalation
• Accept parking reservations and process payment for various services offered
• Maintain a working knowledge of all policies and procedures within the Guest Services department as well as other departments within the company
• Maintain knowledge of all services offered at company Travel Centers
• Maintain working knowledge of all company software aligned with guest or team member needs
• Model behaviors that support the company
• Ensure all activities are in compliance with rules, regulations, policies and procedures
• Complete other duties as assigned

Requirements

• High school diploma or equivalent certification required
• Intermediate Microsoft Office skills
• Ability to manage negative guest sentiment while maintaining a positive and high-energy work environment
• Ability to handle difficult issues and complaints while exemplifying guest service
• Problem solving skills
• Written and verbal communication skills
• Strong guest service skills and the ability to exhibit empathy
• Ability to adapt to change and willingness to take on new tasks
• Strong interpersonal skills
• Champion change
• Demonstrate a passion for delivering a positive customer experience
• Demonstrate professionalism and expertise in an ever-changing environment

Nice to have:

• Experience in retail operations or call center
• Bi-lingual in Spanish

Benefits

• Nation-wide Medical Plan/Dental/Vision
• 401(k) and Flexible Spending Accounts
• Employee Fuel Discount
• Adoption Assistance
• Tuition Reimbursement
• Onsite Gym and Cafeteria
• Weekly Pay

About the Company

Pilot Company is an industry-leading network of travel centers with more than 30,000 team members and over 750 retail and fueling locations in 44 states and six Canadian provinces. Its energy and logistics division serves as a top supplier of fuel, employing one of the largest tanker fleets and providing critical services to oil operations. The company supports a growing portfolio of brands with expertise in supply chain and retail operations, logistics and transportation, technology and digital innovation, construction, maintenance, human resources, finance, sales and marketing. Founded in 1958 by Jim A. Haslam II and currently led by CEO Adam Wright, the company is dedicated to fueling people and keeping North America moving.