Customer Service Agent; Temporary - Midtown

Position: Customer Service Agent (Temporary) - New York Hilton Midtown
The New York Hilton Midtownis looking for a temporary Customer Service Agent to join our team. It's all about location in NYC and New York Hilton Midtown places you right in the heart of the action. With over 1,900 rooms and 150,000 square feet of banquet space, this property offers advancement opportunities, terrific benefits, and a space for you in the city that never sleeps!

The ideal candidate will have previous experience in hotel PBX operations, and flexibility to work shifts across nights, weekends, and holidays.

Shift Pattern: Full availability, including nights, weekends, and holidays needed

Pay Range: $31.52 - $42.03 per hour

What are the benefits of working for Hilton?

We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:

• Access to your pay when you need it through Daily Pay
• Medical Insurance Coverage - for you and your family
• Mental Health Resources
• Best-in-Class Paid Time Off (PTO)
• Go Hilton travel discount program
• Supportive parental leave
• Matching 401(k)
• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
• Debt-free education:
  
  Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs

* Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.

What will I be doing?

As a Customer Service Agent, you would be responsible for responsible for answering and acting on calls from internal and external guests, logging and coordinating guest needs and requests, as well as dispatching work orders to appropriate departments and/or staff members. Following up, expediting work, and closing out requests in multiple complex computer systems, providing prompt, courteous, and efficient service in accordance with Hilton's high standards of service.

Specifically, you would be responsible for performing the following tasks to the highest standards:

• Promptly answer the telephone using positive and clear English communication.
• Listen to requests, probe for accurate information, and follow up with appropriate action.
• Listen and extend assistance in order to resolve guest requests and issues such as price conflicts, heating and cooling issues, and general front office, reservations, engineering, and housekeeping requests etc. Remain calm and alert, especially during emergency situations and heavy hotel activity.
• Implement detailed steps as outlined in the training manual, using judgment and discretion as necessary.
• Respond to guest and employee requests for repairs by entering work orders into a moderately complex computer system. Calls must be dispatched and monitored so they are completed promptly.
• Use all available supplies, knowledge, experience, tools, systems, and information to ensure completion and guest satisfaction.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day.

And, our amazing Team Members are at the heart of it all!