Best Western International
Best Western Hotels & Resorts is a leading, global hospitality network comprised of three hotel companies, including WorldHotels® Collection, Best Western® Hotels & Resorts and SureStay Hotel Group®.
Looking for a motivated self-driven individual to continue to grow the AutoClerk Product and Community in both the Best Western and Independent Market. Oversee customer accounts and develop relationships with current and future users of AutoClerk. Utilizes social media platforms to promote AutoClerk and provide users with current product information, product updates, user videos, answering user questions, best practices, and user testimonials. Applicant must be comfortable with social media platforms and how to best utilize them to increase community engagement. This dynamic individual will be responsible for working directly with AutoClerk users as they make the transition from their previous PMS provider over to AutoClerk. Conducts follow-ups to retain existing customers by researching and resolving customer challenges. Provides feedback to account manager and sales dept on product enhancement request and system defects. Works directly with our product partners to help increase sales to existing clients by hosting webinars, live sessions. This individual will be required to learn and have an extensive knowledge of the AutoClerk Cloud product and be able to think quickly and resolve issues as they arise from both new and existing clients.
Job Duties
- Meets regularly with customers by phone or use alternate communication methods such as e-mail, chat, text, and virtual meetings.
- Ensures that customers are consistently satisfied with the organization’s products and services, and timely resolves escalated issues.
- Ensures Customer satisfaction by facilitating positive, long-term relationships.
- Evaluates the customers’ needs and proposes potential solutions
- Creates social media content regularly for various platforms – Facebook
- Responds to all customer inquiries on social media platforms in a timely manner- escalates any issues to support and support management team as needed.
- Utilizes social media to help drive sales for existing and future customers
- May provide trainings or customer support
- Working directly with account manager and sales dept
- Tracking of future product enhancements and current product defects for prioritization
- Identifies and escalates cross selling or upselling opportunities
Experience and Education
- Performs work with a high degree of quality and integrity
- Natural relationship builder
- Handles complex issues
- Possesses knowledge of hotel operations and or PMS technology
- Ability to be flexible and pivot on the fly due to business needs
Competencies
- Ability to work as part of a team
- Strong verbal and written communication skills
- Customer focused
- Experienced with social media platforms
- Ability to create and market e-mail campaigns to drive feedback
- Ability to meet deadlines
- Project Management Skills
Preferred
- 2 years of hotel operations experience, PMS technology or combination of education and experience.
- Experienced in Camtasia, OBS or other video capture software
Work Location/Pay
- Remote home office within U.S.
- The starting salary for this role is estimated to be between $67,000 and $75,000. Base pay, however, will be determined based on several factors, which include but are not limited to, applicable skills, work experience, education, business needs and market demands.
Benefits Summary for Full Time Employees (work 30 + hours per week)
Available Day One:
• Medical/Dental/Vision
• Vacation/Sick/Floating Holidays – accruals start
• 401K – company match and direct contribution
• Employee discounts/Hotel discounts
• Financial and health wellness programs