Hotel Account Specialist II

Hotel Account Specialist II

What We Need

Corpay is currently looking to hire a Hotel Account Specialist II within our CLC division. This position falls under our Lodging line of business and is located in Wichita, KS. In this role, you will be responsible for performing daily activities assigned within a Customer Focus Group (CFG). The purpose of the CFG is to establish rapport, build relationships with CLC hotels, and be an excellent problem solver. Educate and train hotels on billing, and acceptance of CLC travelers, offer Hotel Services, how to process stays through the CLC web portal, and identify hotels that are not accepting CLC Lodging guests per their contractual terms. This position will maintain and/or process reports for payment methods and optional programs. The position will be responsible for training all new hires and ensuring the correct process is followed. Provide feedback when listening to inbound/outbound calls for new hires during the training period. You will report directly to the Hotel Compliance Director and regularly collaborate with other teams and departments.

How We Work

As a Hotel Account Specialist II, you will be expected to work in an office environment. Corpay will set you up for success by providing:

• Assigned workspace in Wichita, KS

• Company-issued equipment

• Formal, hands-on training

Role Responsibilities

The responsibilities of the role will include:

• Training newly hired staff

• Assisting with maintaining databases and record-keeping accuracy

• Payment Solution for each vendor

• Overseeing the Credit Card Optional program and ensuring vendors are opted in/out along with maintaining weekly and daily reports

• Developing and maintaining Standard Operating Procedures regarding Hotel Account Specialist role

• Managing hotel relationships within the network

• Conducting On-Boarding Training for newly sourced hotels

• Reviewing/confirming contractual terms and conditions with hotel management or staff

• Creating portal logins for vendors

• Selling Corpay optional programs when necessary

• Providing support on Web CheckINN Portal

• Conducting or reviewing training with vendors as needed

• Resolving Customer disputes and handling them accordingly

• Having the ability to de-escalate a call

• Handling customer service complaints by providing solutions, often within a time limit to ensure the customer is satisfied

• Working with colleagues when necessary to resolve customer complaints

• Learning to identify customer needs or desires to recommend the appropriate product or service

• Handling compliance concerns and resolve accordingly

• Assisting with billing reconciliation for vendors

• Answering 3 inbound phone queues and providing customer service

• Making outbound calls to assigned Region

• Assisting in making CLC hotel reservations for customers

• Methods of communicating required either via phone or email to vendors

• Covering Front Office Reception as needed

• Maintaining Excel Spreadsheets to perform job tasks

• Conducting shop calls of vendors

• Performing other duties or Special Projects as assigned by the Customer Focus Group Director and/or Vice President of Lodging

Qualifications & Skills

• Communication skills like a pleasant demeanor and ability to work with multiple personalities

• Attention to detail to be able to provide written communication to vendors

• Patience to be able to stay calm in an intense environment

• Ability to multitask since some skills will require a Customer Service Representative to communicate with multiple customers at one time

• Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner

• 2+ years of experience with customer service or hotel front office preferred

• 1 year of Hotel Account Specialist experience required

• Proficient with Microsoft Word and Excel

• Able to maintain a high level of confidentiality

• Adaptability and flexibility to deal with different customers and needs in a short period of time

• The need to be focused, detail-oriented, and self-motivated

• Superior verbal and written communication skills; excellent interpersonal skills

• Ability to work well in a team environment

Performance Standards

• Meet established phone metrics and quality standards

• Adhere to all FLT Procedures and Processes

• Provide consistent accuracy and service with minimal errors

• Ensure FLT is meeting the client's needs and handle all issues in a timely manner

• Adhere to the Schedule and FLT attendance policy

• Manage time on and off the phone to provide real-time availability

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire

• Automatic enrollment into our 401k plan (subject to eligibility requirements)

• Virtual fitness classes offered company-wide

• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time

• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)

• Philanthropic support with both local and national organizations

• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer

Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency

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Other details

• Job Family Service

• Pay Type Hourly

• Employment Indicator Employee

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• Wichita, KS, USA