Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio of hotels and resorts in the United States. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their “uniquely local” community in order to curate exciting, approachable and local travel experiences for guests.
Who We Are : Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.
Growth and belonging start here ; you’ll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role—from Guest Services to Finance, Culinary to IT—offers opportunities to grow and make a meaningful impact.
Creating a Team Member experience where you belong no matter what age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.
What We Offer :
Competitive health & wellness benefits, 401(k) & company match
Paid Sick Days, Vacation, and Holidays, Paid Bereavement, Paid Pet Bereavement
Training & Development opportunities, career growth
Tuition Reimbursement
Pet Insurance
Team Member Hotel Rates, other discounts, perks and more
What We’re Looking For :
The Customer Service Representative plays a key role in a high-volume Shared Services environment, supporting a diverse portfolio of hotel properties across North America. Operating within a fast-paced contact center setting, this position serves as a primary point of contact for guests, handling billing inquiries, charge disputes, and account resolution requests through phone, email, and online chat channels. The Customer Service Representative partners closely with Shared Services and hotel teams to deliver timely, accurate, and effective solutions that enhance the guest experience. Success in this role requires a strong commitment to customer satisfaction, attention to detail, and the ability to consistently achieve daily, weekly, and monthly performance goals while providing exceptional service.
Who You Are :
Customer-focused with a passion for delivering exceptional service and resolving guest concerns with professionalism and empathy.
Detail-oriented and analytical, able to accurately research billing inquiries, identify discrepancies, and ensure account accuracy.
Effective communicator who builds positive relationships with guests, clients, and internal partners through clear and professional interactions.
Adaptable and resilient, maintaining composure and productivity in a fast-paced, high-volume contact center environment.
Results-driven team player who takes ownership of their work, collaborates effectively with others, and consistently meets performance goals and service standards.
What You’ll Do :
Uphold all company policies, PCI compliance standards, guest confidentiality requirements, and accounting best practices.
Deliver exceptional service that strengthens brand loyalty and reflects the guest experience provided at our hotel properties.
Build and maintain strong partnerships with hotel Finance and Operations teams to ensure effective communication and timely resolution of guest concerns.
Manage inbound contacts through phone, email, and online chat channels, maintaining readiness to support service-level objectives and minimize guest wait times.
Respond to guest and client inquiries regarding billing, hotel folios, account activity, and disputed charges with professionalism and accuracy.
Research, investigate, and resolve billing disputes in collaboration with Billing Services and hotel team members.
Process account adjustments and corrections as needed while ensuring accuracy and compliance with established procedures.
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