Call Center Agent

Tailor Your Resume for this Job

This role is 100% IN OFFICE and encompasses the full spectrum of the guest experience. Hours are 11:30 AM - 8:00 PM

Agents will be responsible for providing world class customer service and exceptional product knowledge.

This position is classified as non-exempt and reports to the Call Center Manager.

Customer Care Responsibilities

• This role encompasses any and all questions a guest may have after the point of the initial booking. Agent will be responsible for providing knowledge of company policies to guests with exemplary customer service. This role also ensures a high-quality customer experience for all in house guests. This is achieved by assisting guests with troubleshooting steps which result in one call resolutions and initiating solutions for resolution of guest reported issues. Follow up is key in this position and should be a primary focus daily.

Essential Duties

• Daily: Pre-Arrival Calls- call guests three days prior to their arrival to ensure Reservation Agreement has been signed, they have received their turn by turn directions and key code/s as well as answering any last minute questions the guest may have
• Answers and facilitates calls for any guest currently booked but not yet in-house; these are a wide variety and every day will be different questions
• Builds strong guest relationships
• Take incoming calls from guests and facilitate them appropriately
• Make outbound calls to guest when needed
• Assist with completing the follow-up board and ensuring all guest needs are met to best of our abilities during their stay
• Troubleshoot with guests on certain amenities within their property to ensure proper use
• Create work orders for items needing repair, etc.
• Work with other departments to ensure guest issues are addressed accordingly
• Has Emergency On-Call Phone based on schedule sent out by Call Center Manager
• Any other tasks/projects assigned by the manager.

Qualifications/Requirements:

• Excellent communication skills
• Proficiency in computer operations
• De-escalation skills
• Attention to detail
• Dependable and positive attitude
• Problem solving skills
• Team Player

Experience:
Required: 1-2 years of sales or customer service experience

• Preferred: Call Center Experience

Education: Required: High school diploma or equivalent
Working Conditions: Agents must be willing to work flexible hours including weekends and late nights as well as on call.

• Agents may be subject to walking and/or sitting for long periods of time.

**Employee Recognition and Rewards programs**

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Familiarity with standard workplace software, with an eagerness to master new tools required for the role

Experience:

• Call center: 1 year (Preferred)

Work Location: In person