Customer Service Representative

Full Time Position - 8:00 AM to 5:00 PM ET

Position Overview:

We are seeking a Customer Service Representative who thrives in dynamic, high-stakes environments and excels at managing unexpected challenges with confidence and professionalism. The ideal candidate is a proactive problem solver who can handle demanding situations, ensuring seamless client experiences while maintaining composure under pressure.

Key Responsibilities:

Client Interaction & Support

• Provide personalized and timely responses to high-profile clients, anticipating their needs and exceeding expectations.
• Build strong relationships and deliver exceptional service to maintain client loyalty.
  
  

Problem Solving & Issue Resolution

• Quickly assess and resolve unexpected issues with minimal supervision.
• Manage critical situations involving elite clientele with discretion and efficiency.
  
  

Crisis Management & Escalation

• Handle urgent client concerns calmly and effectively, escalating when necessary while maintaining ownership.
  
  

Process Improvement

• Identify opportunities to improve processes and elevate service standards.
  
  

Requirements:

• Bachelor’s degree in Hospitality Management, Business Administration, Communications, or a related field.
• Proven experience in customer service, client relations, or hospitality (high-end or luxury experience preferred).
• Ability to thrive in chaos and manage unpredictable situations with poise.
• Strong analytical and problem-solving skills.
• Excellent communication in English (Spanish is a plus).
• High emotional intelligence, discretion, and attention to detail.
• Experience managing VIP clients, global brands, or luxury services.
• Familiarity with CRM systems and customer support platforms.