Job Description

What We Need
Corpay is currently looking to hire a Priority Support Specialist within our Lodging division. This position falls under our Operations line of business and is located in Lexington, KY. The Priority Support Specialist is a liaison between our company, clients, hotels, and suppliers. The Specialist’s main job duty is direct communication with clients and suppliers related to Roomex via email, phone & live chat, escalating when necessary.
Specialists must have the ability to use various computer programs including Microsoft Office, proprietary software programs, and Internet browsers. During each interaction, the Specialist is responsible for accurately qualifying, clarifying, and capturing client information by their travel policy. The Specialist is expected to troubleshoot and resolve a variety of issues over email, a ticketing system, live chat, and the phone.

How We Work

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

Assigned workspace in Lexington, KY office.
Formal, hands-on training (2-week paid training - onsite)

Role Responsibilities

The responsibilities of the role will include:

Responding to and completing requests for clients by establishing service level targets.
Resolving all client and hotel issues regarding extensions, early departures, or other changes to a reservation daily.
Entering information into the company systems accurately.
Processing inbound and outbound calls and written communication with a high standard of professionalism and promptly per the defined service levels.
Communicating issues effectively and professionally with all Roomex clients and departments.
Utilizing proper grammar and appropriate language to note client needs and issues.
Protecting and promoting the company and its reputation by providing an outstanding level of service to all clients.
Utilizing decision-making skills to find hotel solutions to issues that meet business financial goals.
Exhibiting and utilizing knowledge of the hotel industry and regional markets associated with clients.
Meeting all client deadlines.
Responding to clients with quick and accurate communication.
Collaborating and communicating with Account Management teams and Hotel Network Management teams.
Managing workflow to meet team and individual goals.
Planning, organizing, and prioritizing work.
Performing other duties as needed or assigned.

Qualifications & Skills

High School Diploma or GED
2 years experience in Customer Service or a customer-facing role, preferably in the travel industry.
Ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation.
Excellent written and oral communication skills.
Previous experience in the hospitality or call center is preferred.
Extremely detail-oriented.
Demonstrate the ability to learn and navigate multiple PC-based and web-based applications.
Demonstrated ability to work in a team environment.
Ability to work in fast-paced, changing environments.
Demonstrates a high degree of initiative, responsibility, punctuality, persistence, and ownership.
Must be available for flexible scheduling.
Experience in using travel industry GDS systems (Galileo, Amadeus, Sabre) is highly desirable.
Experience in OTA (ie Expedia and Booking.com) booking administration is highly desirable.
Experience with online hotel booking and reservation systems
Experience in a business travel / TMC (Travel Management Company) advantageous
Knowledge of common help desk/ticketing solutions is highly desirable

Benefits & Perks

$6,000 Referral Incentive
Medical, Dental & Vision benefits are available the 1st month after the hire
Automatic enrollment into our 401k plan (subject to eligibility requirements)
Virtual fitness classes offered company-wide
Robust PTO offerings including major holidays, vacations, 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

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