Customer Service Agent - Universal

# Customer Service Agent - Universal Hot Job Fully Remote   
• NA, NB A1A 1A1; NA, AB A1A 1A1## Overview Salary Range $16.40 - $16.40 Hourly Level Entry Position  Type Full Time Job Shift Any Education  Level High School Category Hospitality
- Hotel## Customer Service Agent
- Universal Remote
- Work from home New Brunswick or Alberta only
*** About the Company
**** Cloud5 Communications delivers exceptional customer experiences through managed IT services (MSP), innovative high-speed internet and network managed services, cloud-based telephony solutions, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world’s leading brands deliver outstanding guest experiences.
*** Position Summary
** The Customer Service Agent is responsible for delivering professional guest support via phone and/or email. This role involves responding to inquiries, providing information about hotel offerings, and assisting guests with reservation bookings, changes, and cancellations while ensuring a positive customer experience.

You will deliver a positive customer experience while identifying opportunities to increase bookings, recommend room upgrades and promotions, and enhance the guest’s stay. This role combines customer service, problem-solving, and sales. It requires strong communication skills, attention to detail, and the ability to understand guest needs and turn booking inquiries into confirmed reservations.
** Work-from-Home Requirements
** A dedicated, quiet, and private workspace with a door is required, along with an ergonomic desk and chair. Company-provided equipment must be connected to a surge protector and hard-wired to the modem directly or an approved network connection using high-speed internet. Wi-Fi and internet extenders are not permitted.

Workspace setup and internet speed will be assessed to ensure compliance with work-from-home requirements ahead of successful hire.
** Key Responsibilities
*** Respond to guest inquiries through the assigned service channel, either phone, email and/or chat providing accurate information and professional, efficient assistance.
* Answer questions about hotel properties, amenities, policies, reservations, and available services.
* Assist guests with booking, modifying, and cancelling hotel reservations.
* Identify opportunities to secure bookings and recommend relevant room upgrades, promotions, and additional offerings where appropriate.
* Understand guest needs, address questions and concerns, and confidently respond to objections to help secure reservations when a sales opportunity exists.
* Accurately document guest interactions and reservation details across booking systems and other required platforms.
* Follow established service guidelines, booking procedures, and sales processes.
* Maintain current knowledge of the assigned client’s brand, properties, promotions, and reservation policies.
* Use tools such as softphone applications, email, web browsers, and internal systems as required for the role.
* Meet established performance expectations related to service quality, productivity, accuracy, and sales performance.
* Complete required training and remain current on procedures, systems, and client expectations.
* Represent the client’s brand professionally in every guest interaction.
** Other Duties
** Responsibilities may evolve based on business needs. Additional duties may be assigned as required to support the business.## Qualifications
** Required Qualifications
*** Strong written communication skills for email-based positions and/or strong verbal communication skills for phone-based positions.
* A customer-focused mindset and the ability to adapt communication style to different guest needs.
* A sales-oriented approach, with the ability to identify opportunities, recommend relevant options, address objections, and secure bookings.
* Strong problem-solving, organizational, and attention-to-detail skills.
* The ability to manage multiple tasks and navigate computer systems efficiently while maintaining quality and accuracy.
* The ability to work independently in a remote environment and contribute positively to a team.
* Comfort working toward performance targets in a structured, metric-driven environment.
* Proficiency with basic computer applications and web-based systems, including Microsoft 365.
* A high school diploma or equivalent.
* Ability to successfully complete a criminal record check, where required.
* Legal…