Responsibilities of a Guest Care Agent

Included in this article:

1. Overview
2. Specific responsibilities of Guest Care Agent 

1. Overview

2. Specific responsibilities of Guest Care Agent include:

• Answering incoming calls from guests for a variety of concerns, fielding their questions or re-directing their calls. 
• Attending, reviewing, and responding to our guest’s online claim submissions through Eva. 
• Resolving guest concerns following the Guest Care Resolution Stream. 
• Keeping guests informed regarding the status of their concern. 
• Coordinating home visits by service technicians. 
• Managing all product movement to and from guest’s homes based on the service order. 
• Conducting follow-up phone calls for Third Party repairs with customers. 
• Gathering and maintaining complete and accurate records of guest contact information. 
• Answering and accurately recording Delivery Completion Data (DCD) from deliveries and technician including resolution of customer issues. 
• Scheduling product possession though the Open Order Management (OOM) process.