Customer Service Agent - Universal

Remote - Work from home New Brunswick or Alberta only

About the Company

Cloud5 Communications delivers exceptional customer experiences through managed IT services (MSP), innovative high-speed internet and network managed services, cloud-based telephony solutions, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world’s leading brands deliver outstanding guest experiences.

Position Summary

The Customer Service Agent is responsible for delivering professional guest support via phone and/or email. This role involves responding to inquiries, providing information about hotel offerings, and assisting guests with reservation bookings, changes, and cancellations while ensuring a positive customer experience.

You will deliver a positive customer experience while identifying opportunities to increase bookings, recommend room upgrades and promotions, and enhance the guest’s stay. This role combines customer service, problem-solving, and sales. It requires strong communication skills, attention to detail, and the ability to understand guest needs and turn booking inquiries into confirmed reservations.

Work-from-Home Requirements

A dedicated, quiet, and private workspace with a door is required, along with an ergonomic desk and chair. Company-provided equipment must be connected to a surge protector and hard-wired to the modem directly or an approved network connection using high-speed internet. Wi-Fi and internet extenders are not permitted.

Workspace setup and internet speed will be assessed to ensure compliance with work-from-home requirements ahead of successful hire.

Key Responsibilities

• Respond to guest inquiries through the assigned service channel, either phone, email and/or chat providing accurate information and professional, efficient assistance.
• Answer questions about hotel properties, amenities, policies, reservations, and available services.
• Assist guests with booking, modifying, and cancelling hotel reservations.
• Identify opportunities to secure bookings and recommend relevant room upgrades, promotions, and additional offerings where appropriate.
• Understand guest needs, address questions and concerns, and confidently respond to objections to help secure reservations when a sales opportunity exists.
• Accurately document guest interactions and reservation details across booking systems and other required platforms.
• Follow established service guidelines, booking procedures, and sales processes.
• Maintain current knowledge of the assigned client’s brand, properties, promotions, and reservation policies.
• Use tools such as softphone applications, email, web browsers, and internal systems as required for the role.
• Meet established performance expectations related to service quality, productivity, accuracy, and sales performance.
• Complete required training and remain current on procedures, systems, and client expectations.
• Represent the client’s brand professionally in every guest interaction.

Other Duties

Responsibilities may evolve based on business needs. Additional duties may be assigned as required to support the business.