Job Description

HYBRID Role

Who we are: Groups360 builds hospitality products that are transforming the world of group travel. Our flagship product, GroupSync, is the first-ever distribution channel to offer instant online booking for both group hotel rooms and meeting space. With over 200,000 properties across the globe already in the GroupSync marketplace with over 7,000 equipped for Instant Booking, GroupSync empowers travel planners and hoteliers to book groups while significantly reducing the time and effort it takes to do so. We at Groups360 are committed to bringing innovation, transparency, and simplicity to the decades-old industry problem of booking hotels for groups.

Our Partners: In 2019, Accor, Hilton Hotels, IHG and Marriott International invested US$50 million to speed the development and rollout of GroupSync. Today, the largest hotel brands in the world use GroupSync to better serve thousands of meeting and event organizers who book guest rooms and meetings spaces for group travelers.

Life at Groups360: Groups360 is an innovative, high-growth company with offices in Nashville, London and Singapore. Groups360 is an equal opportunity employer, and our dedication to promoting diversity, multiculturalism and inclusion is reflected in the foundation of all we do. We offer competitive salaries, uncapped potential, and in demand benefits that include Medical, Dental & Vision, HSA/FSA, Commuter Benefits, EAP, a library of online skill-building courses and online discounts on various products and services such as identity theft protection, travel, electronics, gifts, household needs and more.

Who we’re looking for: The demand for Groups360 products and services is at an all-time high.  So, we are looking for ambitious, self-starters who want to impact the $1 trillion meetings and events industry. Successful team members have been those with the desire to be a part of a high-growth team and organization that finds and solves problems individually and as part of a team. If you’re looking to be a part of a fast-paced, highly motivating and rewarding environment at the intersection of hospitality and technology, then your next career starts here!

The Role: The Customer Success Advisor I is a skilled problem solver who provides superior customer service to all internal and external customers who utilize Groups360 products. This role will be responsible for ascertaining the problem or reason for calling, troubleshooting the best solution to solve the problem and expediting correction or adjustment to ensure Groups360’s customer concerns have been addressed in a timely manner.  The role will also be responsible for booking reservations on behalf of the hotelier and our clients.  The ideal candidate for this role is friendly, professional and is genuinely interested in solving the needs of customers.

What you will do:

• Responsible for booking reservations within the Groups360 software.
• Respond timely to RFPs on behalf of hoteliers and clients.
• Provide timely and complete responses via chat, phone and email to questions or concerns from meeting planners, hotel and supplier customers.
• Assist inbound and make outbound calls to existing customers in an effort to proactively address various customer related needs.
• Process and accurately document customer records within Groups360 database.
• Work closely with the Development Team to stay updated on product knowledge and be informed of any updates to the company products and services.
• Provide timely feedback to Groups360 regarding service issues or customer concerns.
• Partner with all divisions of Groups360 to meet and exceed customer’s service expectations.
• Achieve and surpass targeted goals set by the Director of Customer Success.

Competencies:

• Customer Advocacy
• Adaptability
• Problem Solving/Analysis
• Time Management
• Communication Proficiency
• Attention to Detail
• Fostering Teamwork

Education and Experience:

• High School diploma or equivalent.
• 1-3 years of experience in the field or in a related area.
• Hotel experience preferred.

Additional Eligibility Qualifications:

• Excellent verbal, written and group communication and presentation skills; ability to utilize communication skills to effectively influence across functions and business units as well as across different leadership levels.
• Excellent organizational & analytical skills and ability to multi-task in a fast-paced environment.
• Ability to establish priorities, be self-motivating, work independently, and proceed with objectives with limited supervision.
• Results-driven and execution-oriented personality, ready to take ownership and get results.
• Strong empathy for customers and a passion for revenue and growth.
• Proficiency in Microsoft Office 365 Suite: Word, Excel, PowerPoint, Project, SharePoint.
• Other qualifications as required.

* A writing test will be administered to all top candidates.

Shift:  7:00 am – 4:00 pm

Job Type:  Full-Time

Location: Brentwood, TN, Hybrid (2 days remote, 3 days in-office)

Groups360 is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All employment is decided on the basis of qualifications, merit, and business need. 

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Job Tags: #Success, Advisor, Customer, and Nashville. Salaries: Not Disclosed.

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