Live Chat Agent for Hotel Tonight – Customer Service

The Job —   Live Chat Agent for Hotel Tonight

Location —  Work from home, advertised in Florida – a few other states available

Job Responsibilities —  From the job posting:

  • Provide lighting fast, best in class customer support through a high volume chat channel
  • Triage and prioritize a variety of cases with razor-sharp focus in our custom backend tool
  • Accurately tag conversation topics and issue types and ensure proper record keeping
  • Delegate appropriate tasks to our supporting team and work with them to deliver excellent results
  • Answer general questions about the app and assist customers with using HotelTonight
  • Resolve real-time complaints and booking issues– responsible for maintaining the high quality support that HT is known for
  • Make outbound calls to hotel partners to resolve customer issues and requests, while simultaneously responding to customer chat conversations


  • A track record (1+ year) of delivering exceptional service at a customer-oriented business
  • Hospitable in nature and an eager solution-creator who’s no stranger to hotels, live chat, or concierge work (6+ months)
  • You ADORE working with the public and all types of people … and can do it with ease and grace! Your friendly and vivacious personality shines through, especially in your written communications.
  • Computer savvy and proficiency with iPhone and Android devices
  • Ability to multitask on a regular basis, handling multiple requests and communications at once
  • A natural at efficient and straightforward communication in a non-scripted, high-touch service environment
  • Superb written communication skills as well as efficient, diplomatic and friendly phone manner
  • Intuitive ability to manage and prioritize cases based on a variety of dynamic conditions
  • Demonstrated experience owning customer issues and following them until the customer is happy
  • Comfortable being empowered to make decisions; demonstrated sensibility and understanding of the financial implications of those decisions.
  • Availability for a wide variety of shifts in an industry that is 24/7/365 (including early mornings, overnights, and weekends)
  • Availability to provide additional hours on holidays and other occasions when business requires it
  • Availability of a stable high-speed internet connection and a quiet workspace at home

Schedule —  Flexible, full time

Employee or Contract — Employee

Compensation — Not advertised. Click here for Glassdoor reviews.

Benefits — Full benefits plus $500 quarterly Hotel Tonight credit on app.

More Information — Review and apply with Hotel tonight here.