Address
Form of workWhat We Need
FLEETCOR 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. FLEETCOR will set you up for success by providing:
- Assigned workspace in Wichita, KS
- Company-issued equipment
- Formal, hands-on training
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 Fleetcor optional programs when necessary
- Providing support on Web CheckINN Portal
- Conducting or reviewing training with vendors as needed
- Resolving Customer disputes and handle 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
- 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
- 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
- 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
FLEETCOR is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses. Since 2000, FLEETCOR has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, FLEETCOR is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.
We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people. These values offer you the opportunity to ‘thrive & grow’ through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.
FLEETCOR is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:
- Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
- Empowering our people to share their experiences and ideas through open forums and individual conversations; and
- Valuing each person’s unique perspectives and individual contributions.
Equal Opportunity/Affirmative Action Employer
FLEETCOR is an Equal Opportunity Employer. FLEETCOR 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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