SS Bilingual Factura Agent- Remote

We are pleased that you are exploring Hyatt Hotels Corporation. Hyatt is a place where high expectations aren’t just met- they’re exceeded. We believe our customers select Hyatt because of our caring and attentive associates who work hard to provide efficient service and meaningful experiences. It’s a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. At Hyatt, we care for people so they can be their best. Our commitment to Diversity is best evidenced by our focus on company-wide diversity initiatives. We continue to be recognized as one of America’s best companies for minorities. Associates of Hyatt are given the tools from the first day to make a difference. Hyatt employees enjoy the following benefits: health and welfare programs, Hyatt retirement savings plan, and educational assistance, employee stock purchase program, 12 free room nights for full time associates after one year of service, community involvement, and wellness reimbursement.

The Hyatt Shared Service Center provides accounting and customer service support for over 150 Hyatt Hotels in North America and Latin America. Hyatt associates work in an environment that demands exceptional performance, and provides great rewards- whether it’s career opportunities, job enrichment or a supportive working environment. If you are ready for this challenge, we are ready for you!

The purpose of the Bilingual Factura Agent is to handle customer service requests to the Hyatt Shared Service Center with “Authentic Hospitality”. Factura Agents are responsible for responding to emails, sending and creating Facturas, and could be required to assist with standard Customer Service Calls. Must be able to attend on-site training and work in our office for at least 90 days. 

 Position Responsibilities / Essential Functions                                                                                                                                                              

·       Fluent written and verbal communication in Spanish and English.

·       Research and resolve complex guest inquiries via email and other contact channels.

·       Provide professional, courteous and efficient service in response to guest Factura and E-mail requests.

·       Work closely with hotel teams to expedite resolution and processing of certain guest invoice / Factura requests.

·       Meet standard productivity goals.

·       Track and follow up on assigned guest requests using request management system.

·       Able to meet deadlines to resolve guest requests.

·       Other duties as assigned by supervisor/manager

·       Regular attendance is expected based on schedule and business needs.

·       Participation in employee events and onsite meetings is expected.

·       Work well with others at a variety of levels within the organization

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

Experience

•  High School Diploma or Equivalency

•  Ability to read, write, and speak fluent Spanish

•  1-3 years of experience in a customer service position

•  Strong written and verbal communication skills in both English and Spanish

•  Ability to effectively multitask among PC and web-based applications

•  Must be detail oriented

•  Strong data entry skills

•  Knowledge about finance and accounting practices and procedures preferred

•   Ability to work within the following parameters: Monday –Friday 8:00 AM-7:00 PM   Full Time: 30-40 hours per week

Education 

•  High School Diploma or Equivalent

Computer Skills Needed to Perform this Job

•    Intermediate level of computer and office application proficiency

•    Experience with Opera hotel PMS and Service Now preferred

Ideal candidate will also possess the following characteristics

•    Maintain a work environment that is comfortable, user-friendly, and organized

•     Ability to adapt to new demands, reprioritize workload and address urgent demands quickly

•     Ability to communicate effectively and respectfully to all associates and all internal/external resources

•   Eagerness and ability to learn new skills, technologies and business processes quickly

•   Ability to work well with others

•    Ability to collaborate with cross-functional teams and across all levels of the organization

•   Must be able to work inclusively, but also be able to work independently and without excessive supervision 

•   Strong oral and written communication skills

•    Ability to maintain confidential employee information

•   Attention to detail