Job Overview
Compensation
Hourly
Range $18.00 - $22.75
Benefits
Health Insurance
Paid Time Off
Retirement Plan
Professional development opportunities
Employee Discounts
team events
Commuter Benefits
Job Description
Our company is a dynamic leader in the travel and hospitality industry, specializing in delivering exceptional client support and reservation services. We pride ourselves on our commitment to operational excellence, customer satisfaction, and providing tailored solutions to meet a diverse range of client needs. Our organization operates at the forefront of innovation within the travel sector, offering comprehensive property rental and reservation services with a strong focus on personalized customer interactions and efficient processing. Established as a reputable entity in the industry, we have built a robust client base and maintain strong partnerships with property owners and suppliers worldwide.
We are currently seeking a Client Support Coordinator to join our team in Houston, Texas. This full-time, office-based role involves managing the journey from initial client enquiry through to confirmed booking, ensuring a seamless and professional customer experience at every stage. The Client Support Coordinator plays a critical role in maintaining high standards of service by adhering to key performance indicators such as service level agreements (SLAs), enquiry conversion rates, and accuracy in quoting and communication.
In this role, the successful candidate will be expected to manage enquiries proactively, employing a phone-first approach to facilitate timely communication and rapport building. This position requires an individual who is highly organized and solution-oriented, with strong ownership and attention to detail. The use of proprietary software, Synergy by SilverDoor, and in-depth market knowledge are essential to matching client needs with the best available property options effectively. Additionally, the coordinator will negotiate rates and terms with property partners to deliver optimal value to clients. Responsibilities encompass preparing professional quotes, overseeing reservation administration, managing customer issues with diplomacy, and contributing to ongoing process improvements within the team.
Given the collaborative nature of this role, the Client Support Coordinator will work closely with Client Consultants and Senior Client Consultants, supporting team SLAs and sharing progress updates. The position demands excellent communication skills, confidence in telephone sales and negotiation, and a proactive mindset for continuous improvement. This opportunity is ideal for candidates with a background in customer-facing roles involving sales, reservations, or hospitality, who thrive in a fast-paced environment and are passionate about delivering superior client service. Our Houston office provides a supportive and engaging workplace where professional growth and excellence are encouraged.
We are currently seeking a Client Support Coordinator to join our team in Houston, Texas. This full-time, office-based role involves managing the journey from initial client enquiry through to confirmed booking, ensuring a seamless and professional customer experience at every stage. The Client Support Coordinator plays a critical role in maintaining high standards of service by adhering to key performance indicators such as service level agreements (SLAs), enquiry conversion rates, and accuracy in quoting and communication.
In this role, the successful candidate will be expected to manage enquiries proactively, employing a phone-first approach to facilitate timely communication and rapport building. This position requires an individual who is highly organized and solution-oriented, with strong ownership and attention to detail. The use of proprietary software, Synergy by SilverDoor, and in-depth market knowledge are essential to matching client needs with the best available property options effectively. Additionally, the coordinator will negotiate rates and terms with property partners to deliver optimal value to clients. Responsibilities encompass preparing professional quotes, overseeing reservation administration, managing customer issues with diplomacy, and contributing to ongoing process improvements within the team.
Given the collaborative nature of this role, the Client Support Coordinator will work closely with Client Consultants and Senior Client Consultants, supporting team SLAs and sharing progress updates. The position demands excellent communication skills, confidence in telephone sales and negotiation, and a proactive mindset for continuous improvement. This opportunity is ideal for candidates with a background in customer-facing roles involving sales, reservations, or hospitality, who thrive in a fast-paced environment and are passionate about delivering superior client service. Our Houston office provides a supportive and engaging workplace where professional growth and excellence are encouraged.
Job Requirements
- Experience in a customer-facing environment with sales, conversion or service targets
- Confident using the phone for outbound and inbound customer conversations
- Ability to negotiate or influence outcomes and articulate value clearly
- Must work 5 days a week in our Houston office
- Proactive and solution-oriented approach
- Strong organizational and communication skills
Job Qualifications
- Experience in a customer-facing environment with sales, conversion or service targets
- Confident using the phone for outbound and inbound customer conversations
- Ability to negotiate or influence outcomes and articulate value clearly
- Strong organizational skills and attention to detail
- Familiarity with reservation or CRM systems is desirable
- Excellent communication and interpersonal skills
- Proactive and solutions-focused mindset
Job Duties
- Respond to new enquiries promptly via email and phone, meeting response targets and SLAs
- Conduct needs analysis to understand key requirements and confirm missing information
- Own the enquiry through to booking maintaining momentum through follow-up and objection handling
- Use Synergy by SilverDoor to recommend and build choice matching client needs
- Apply industry knowledge to identify and explain suitable options highlighting benefits
- Use telephone as preferred method to communicate with clients and property partners
- Negotiate rates and terms with suppliers and document outcomes accurately
- Prepare accurate, professional quotes and manage reservation paperwork
- Handle reservation amendments, extensions, cancellations, and check-in documentation
- Maintain clear notes and statuses for seamless enquiry handover
- Resolve day-to-day issues and minor complaints promptly and professionally
- Escalate complex or urgent cases as necessary
- Collaborate closely with Client Consultants and Senior Client Consultants to prioritize workload
- Contribute to improving templates, processes, and knowledge bases for quality enhancement
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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