Customer Relations Coordinator

Sunsail and The Moorings cover a portfolio of water-based holiday companies, including 1,500 yachts in its yachts business under its two leading brands ‘The Moorings’ and ‘Sunsail. The primary role of the Operations Coordinator is to provide customer service and administrative support by handling customer service issues, coordinating entry of post-holiday customer survey forms, completing administrative projects, and providing information-management support.  This role requires an excellent communicator, someone who can converse and negotiate in a professional manner over the phone, by email, by letter, and in person. This individual will be comfortable resolving issues on a wide range of levels.  This individual will need to partner extensively across Travelopia, most notably with charter sales offices and operations.

What you will be doing: 

  • Handling all customer service correspondence, concerns, and complaints;
  • Researching and responding to clients’ correspondence in a timely manner, either written or verbal, coordinating and following up with base and Clearwater personnel, as well as a client;
  • Setting up claim files; issuing credit certificates when necessary, and entering credit certificates appropriate database applications (Triton & Zendesk);
  • Researching and providing sailing experience letters for clients so that they may obtain a coast guard sailing license.
  • Monitor post-charter customer survey database (also called Welcome Homes/ CSQ’s) 
  • Reviewing, efficiently and accurately, customer service complaint inquiries with specific departments as necessary;
  • Flagging high priority surveys for the UK and FR offices and forwarding the info directly to the coordinators in those offices;
  • Coordinating, photocopying, and distributing Welcome Homes for use by base and other personal;
  • Reviewing and analyzing correspondence; summarizing information;
  • Identifying potentially legal or high-risk claims;
  • Identifying trends in customer service comments and complaints, and putting into spreadsheets and graphs;
  • Produces a monthly report on customer service activities;
  • Input monthly incident report information forwarded to Clearwater from charter bases and other locations
  • Transcribing, formatting, inputting, editing, retrieving, copying and transmitting text, data and graphics;
  • Provides historical reference by designing filing system for department and utilizing systems for efficient filing and retrieval of files;
  • Completes customer service requests by greeting customers, vendors or employees, in person or on the telephone; answering questions or requests or referring inquiries;
  • Cover for owner booking agent
  • Scan, organize, and send all Coast Guard Documentation to bases
  • Provide ancillary administrative support

What we are looking for: 

  • College degree preferred 
  • Good office experience and at someone customer service experience in a corporate setting
  • Strong communication skills (both written and verbal); typing; organized;
  • Word-processing and spreadsheet experience (MS Office);
  • Data entry
  • Sailing experience a plus
  • Willingness to travel 

 

Information

  • Reference:
    VS201466CleOC
  • Location:
    Clearwater, Florida, United States of America
  • Postcode:
    33759
  • Employment:
    Permanent
  • Salary:
    Competitive
  • Posted:
    Mon, 17 Feb 2020
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