Customer Service Representative

About the Company

Hilton is a leading global hospitality company with a portfolio of 19 world-class brands comprising more than 7,300 properties and 1.1 million rooms, in 123 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed more than 3 billion guests in its more than 100-year history. Hilton achieved the #1 spot on the 2023 Fortune ‘100 Best Companies to Work For®’ list and was recognized as a Global Leader in the ‘Best Workplaces in Travel & Hospitality™’ category. We are committed to creating a diverse and inclusive environment where team members can thrive.

Job Description

Hilton is seeking dedicated and empathetic individuals to join our remote customer service team. This is a 100% Work From Home position, offering comprehensive training, professional growth opportunities, and the chance to be part of a globally recognized brand in hospitality. As a Customer Service Representative, you will be the first point of contact for our valued guests, providing exceptional service, resolving inquiries, and ensuring a seamless experience for travelers worldwide. We are looking for candidates who are passionate about helping others, possess excellent communication skills, and are eager to learn in a dynamic virtual environment. No prior customer service experience is required as we provide full training to equip you with the knowledge and tools needed to succeed.

Key Responsibilities

• Respond to guest inquiries via phone, email, and chat in a professional and timely manner.
• Provide accurate information regarding Hilton properties, services, and policies.
• Assist guests with reservations, modifications, and cancellations.
• Resolve guest complaints and issues effectively, escalating complex cases when necessary.
• Document all interactions and resolutions in our customer relationship management (CRM) system.
• Maintain a high level of guest satisfaction and contribute to positive brand perception.
• Participate in ongoing training and development programs to enhance product knowledge and service skills.

Required Skills

• Excellent verbal and written communication skills in English.
• Strong problem-solving abilities and attention to detail.
• Proficiency in basic computer skills and navigating multiple applications simultaneously.
• Ability to work independently and as part of a virtual team.
• A quiet, dedicated home workspace with reliable high-speed internet connection.
• Availability to work flexible hours, including evenings, weekends, and holidays.

Preferred Qualifications

• Experience with customer service software or CRM systems.
• Familiarity with the hospitality industry or travel services.
• Bilingual skills (e.g., Spanish, French, German, Japanese).
• High school diploma or equivalent.

Perks & Benefits

• Competitive hourly wage with performance incentives.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off and holiday pay.
• Exclusive team member travel discounts at Hilton properties worldwide.
• Extensive paid training program.
• Opportunities for career advancement within a global company.
• Employee assistance program and wellness initiatives.

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