Sr. Customer Service Representative

Description Robert Half is looking for an experienced Sr. Customer Service Representative to support long-term lodging requests for clients in the hospitality industry. This Contract to Permanent position is ideal for someone who combines strong customer service instincts with sharp negotiation skills and a solid understanding of hotel market dynamics. The person in this role will manage complex reservation needs, deliver solutions aligned with client policies, and build productive relationships with hotel partners to achieve service and savings goals. 2nd shift positions - Call Center - Contract to

Hire Position Responsibilities:

• Coordinate extended-stay reservation requests, primarily for bookings of 30 nights or more, while ensuring each solution aligns with client expectations and service standards.
• Evaluate lodging options and make sound decisions based on client-specific travel policies, budget targets, and availability constraints.
• Prepare and present high-quality reservation choices with consistency, accuracy, and a strong focus on customer satisfaction.
• Lead negotiations for longer-term accommodations, including requests of 45 nights or more, in accordance with established policies and operational procedures.
• Handle challenging negotiation scenarios involving tight inventory, limited purchasing leverage, compressed response times, and client savings objectives.
• Analyze booking activity to uncover cost-saving opportunities, support market consolidation strategies, and strengthen overall client value.
• Develop and maintain hotel partner relationships to obtain competitive rates, discounts, and proposal opportunities from both existing and new suppliers.
• Resolve day-to-day issues involving clients and hotel properties, including reservation changes, stay extensions, and early departures, while meeting required turnaround times.
• Partner with account management and related internal teams to recommend lodging solutions that support broader client program goals and network optimization.
• Participate in assigned meetings, training sessions, and additional duties as needed to support team and business objectives. Requirements
• Demonstrated experience in customer service within hospitality, travel, lodging, or a closely related service environment.
• Strong background in negotiating pricing, contract terms, and lodging arrangements with external partners.
• Ability to assess multiple options quickly and make decisions that balance client guidelines, service quality, and savings opportunities.
• Working knowledge of hotel operations, regional lodging markets, and extended-stay reservation practices.
• Proven skill in managing client relationships and resolving service issues in a detail-oriented and timely manner.
• Excellent verbal and written communication skills, with the ability to consult with clients and recommend appropriate solutions.
• Strong organizational skills with the ability to manage deadlines, prioritize competing requests, and maintain accuracy in a fast-paced setting.

TalentMatch® Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "," you're agreeing to Robert Half's Terms of Use (https://www.roberthalf.com/us/en/terms) and Privacy Notice (https://www.roberthalf.com/us/en/privacy) .