Help Desk Specialist, Customer Care

Why Wyndham?

By joining Wyndham Hotels & Resorts, you will play an integral role in our mission to make hotel travel possible for all. You’ll be part of the largest hotel franchise company in the world, where we strive to deliver the best value to our owners and guests. Most importantly, you’ll be entrusted to live our unique Count on Me culture, set by our core values of integrity, accountability, inclusive, caring and fun. At Wyndham, we provide all team members the opportunity to grow through best-in-class training and career development, leadership training, mentorship opportunities and educational support. Supporting our team members is a top priority, which is why we offer competitive compensation and benefits, vacation, team member appreciation days, workplace flexibility and much more. At Wyndham Hotels & Resorts, we value and embrace a culture of diversity, equity and inclusion that supports team members of all backgrounds and experiences. We can’t wait to welcome you!

The Role

We have opportunities for seven (7) Help Desk Specialists for the Customer Care Department. The Help Desk Specialist is the primary line of defense for our Customer Care Team Members.

What you'll do

• You will act in a supervisor capacity when working with guests regarding sensitive situations and information.
• You will be empowered to make decisions and compensate at levels above other Customer Care Departments.
• Help Desk Specialists receive inbound phone calls from Customer Care Team Members, Customers, Wyndham Rewards Team Members, General Managers, Reservations and Travel Agents and assist with policy, procedure, system, financial concerns, and product questions as well as provide scripting and guidance in dealing with inquiries and problems.
• Help Desk Specialists must be experts on all areas of Wyndham Hotel Group for accurate assistance in case resolution.
• You also handle overflow call volume for Customer Care, General Manager Hotline and e-mail.

You'll be successful if you have

• Strong reasoning and problem-solving abilities when making decisions and consistently deliver exceptional customer service.
• A positive mindset and you are able to remain calm when dealing with stressful situations.
• The ability to listen to guest concerns actively and empathetically, act with integrity and be accountable, maintain confidentiality, and follow established procedures and guidelines.

Required Qualifications/Experience

• 2-3 years professional customer service experience and Customer Care experience is considered an asset.
• The ability to smoothly navigate internet browsers and computer systems.
• A skilled problem solver with demonstrated experience working in a fast-paced environment.
• Excellent verbal and written communication skills to effectively interact with team members and leadership are vital to your success.

COMPANY OVERVIEW:

Wyndham Hotels & Resorts is the world’s largest hotel franchising company by the number of properties with approximately 9,100 hotels across over 95 countries on six continents. Through our network of more than 836,000 rooms appealing to the everyday traveler, Wyndham commands a leading presence in the hospitality industry. Headquartered in Parsippany, N.J. with offices around the world in London, Shanghai, Buenos Aires, Dubai and more, Wyndham employs more than 2,000 corporate team members worldwide who are dedicated to the Company’s mission of making hotel travel possible for all. Supporting thousands of franchisees and a growing global portfolio of 24 hotel brands—think household names like Wyndham, La Quinta, Ramada, Days Inn and Super 8—Wyndham team members are a widespread group of individuals with diverse interests and backgrounds. Our unique Count on Me culture, commitment to flexibility and core values of Integrity, Accountability, Inclusivity, Caring and Fun are just part of what continues to make Wyndham an award-winning best place to work.

Job Location: Saint John, 180 Crown Street, Saint John, New Brunswick Canada
Employment Status: Full-time