Social Care Specialist

Job description

Position Summary

Social Care Specialists actively engage with caring and clever professionalism, creating unique dialog within each social community channel, sparking positive impressions of the brand and memorable stories our guests are proud to share. This specialty role within the Guest Services team will spend the majority of their time working on social media interactions on our social platform and are also responsible for a variety of work types which includes guest inquiries and escalations.

Position Responsibilities

· Respond to guest social media inquiries in a professional but creative manner.
· Utilize the Surprise and Delight process when a possible Social Care opportunity arises to “wow” the guest.
· Ability to ask thoughtful and clarifying questions to understand the root cause of the issue and then take this information to set the experience and advocate for the guest.
· High accuracy and compliance with our policy and procedures (IE. Privacy). Ability to discern and show good judgment, and follow appropriate escalation paths by alerting leadership when necessary.
· Maintain and handle confidential and proprietary information in a manner consistent with GPGS policies.
· Demonstrate a commitment to Hyatt’s core values.
· Self-sufficient and able to effectively use resources.
· Strong brand knowledge of Hyatt and the World of Hyatt program.
· Able to defuse an emotionally charged situation in a calm and respectful way. Must use appropriate and meaningful compensation that results in recapturing loyalty.
· Strong written communication skills are needed. The ability to demonstrate the usage of proper grammar and punctuation.
· Efficient and focused on creating a low-effort experience for guests and members.
· Participate in any team meetings and live chats with Social Care team members to enhance social learning and teamwork.
· Takes ownership and pride in their work and consistently performs within our quality interaction standards.
· The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Desired profile

Qualifications :

Qualifications

·  Must have a minimum of 3 months experience in Gesa and or R&L.
·  Prior experience on contact center social media platform(s) preferred.
·  Preferred experience using the systems: Reserve, Tally, Star, and Service Now.
·  Ability to present information into usable, easy-to-understand information “tell the story”.
·  Strong customer service skills.
·  Strong verbal and written communication skills required.
·  Proven ability to communicate effectively with all colleagues.
·  Must be highly motivated and organized with the ability to work on multiple projects simultaneously under time constraints.
·  Ability to navigate multiple systems quickly and efficiently.
·  Schedule flexibility that could include nights and weekends, as well as 2 holidays per year.