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.

Qualifications

Required Qualifications

• Strong written communication skills for email-based positions and/or strong verbal communication skills for phone-based positions.
• A customer-focused mindset and the ability to adapt communication style to different guest needs.
• A sales-oriented approach, with the ability to identify opportunities, recommend relevant options, address objections, and secure bookings.
• Strong problem-solving, organizational, and attention-to-detail skills.
• The ability to manage multiple tasks and navigate computer systems efficiently while maintaining quality and accuracy.
• The ability to work independently in a remote environment and contribute positively to a team.
• Comfort working toward performance targets in a structured, metric-driven environment.
• Proficiency with basic computer applications and web-based systems, including Microsoft 365.
• A high school diploma or equivalent.
• Ability to successfully complete a criminal record check, where required.
• Legal authorization to work in Canada.

Language Requirements: Fluency in English is required. Additional languages, including Spanish, are an asset where relevant to the position.

Preferred Qualifications

• Previous experience in a contact centre, customer service, sales, reservations, or hospitality environment.
• Experience using booking systems, customer relationship management (CRM) tools, or other customer service platforms.
• Experience working toward sales, service quality, or productivity targets.
• Experience working independently in a remote or work-from-home environment.

Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We will never request a fee or payment from candidates. Please do not provide any personal or financial information to anyone you suspect of recruitment fraud.

How to Identify Recruitment Fraud:

• You receive a message on WhatsApp or another online messaging platform
• You are asked to provide a fee or payment (we will NEVER request payment from candidates)
• Our email communication will only ever come from a @Cloud5.com domain or @msg.paycomonline.com domain. We will never contact you through Gmail or any other free online mail service
• Cross reference the recruiter’s name and contact information on LinkedIn or by contacting [email protected]
• If you are still unsure call 1 (877) 241-2516