Customer Service Representative

Customer Service Representative

**Recreational Lodging Reservation Desk Integrated Solutions & Services, Inc.**

Anticipated position; hiring is contingent on contract award and final staffing needs.

The Role

ISS is preparing a 24/7/365 guest services team for military organization’s recreational lodging. Representatives answer reservation and property questions, complete authorized transactions, document contacts, and route issues requiring senior-agent or Government decisions.

What You Will Do

· Answer inbound guest calls professionally, identify yourself as an ISS contractor, and use approved greetings, scripts, property information, and policies.

· Check availability and booking rules; create, change, or cancel reservations in the approved property management system; read back key details and provide confirmations.

· Assist with approved payment, cancellation, and refund steps. Protect guest and card information; follow the required recording pause or masking procedure during card entry.

· Document calls, actions, escalations, and follow-up commitments accurately in the Government-designated tracking system. Complete promised guest follow-up within 24 hours.

· Route group inquiries, complex trips, billing disputes, escalated complaints, safety concerns, and policy exceptions to the designated senior agent, installation, or Government contact. Do not promise an exception without authorization.

· Learn the applicable lodging systems, including Epitome and RMS Cloud Hospitality, and provide routine guest or user assistance within your training and access. Cross-train for other approved guest-service queues as assigned.

Work Setting and Schedule

Shifts may include evenings, overnights, weekends, and holidays. The schedule and U.S.-based work location, including any approved remote arrangement, will be confirmed during hiring. Training is provided before independent guest support.

Qualifications and Expectations

· U.S. citizenship and successful completion of a background check are required for this program.

· Clear spoken and written English, patient customer service, accurate data entry, comfort using multiple computer systems, and sound judgment with confidential information are essential.

· Hospitality reservations, contact center, payment-process, or property management system experience is helpful. ISS will train qualified hires on program-specific policies and tools.

Pay: $20.00 - $25.00 per hour

Expected hours: 20.0 – 40.0 per week

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance

Work Location: Remote