CHG - Call Center - Agent

Call Center Agent

As a Call Center Agent, you will serve as the first point of contact for guests calling Circa Hospitality Group. Your responsibilities include making room reservations, managing inquiries, and routing calls to the appropriate departments. You'll play a critical role in ensuring smooth communication and delivering outstanding service to guests across all properties.

Key responsibilities include:

• Answering incoming calls and assisting with hotel reservations, guest inquiries, and general information.
• Acting as a central operator by efficiently directing calls to the appropriate departments across all three properties.
• Maintaining up-to-date knowledge of hotel amenities, room types, rates, promotions, and property-specific details.
• Navigating computer systems and software to access and manage customer data accurately.
• Ensuring a high level of professionalism and accuracy in all guest interactions.
• Handling escalated or difficult calls with patience, empathy, and professionalism.
• Performing data entry and record-keeping as assigned.
• Adhering to all company policies, procedures, and regulatory standards.
• Meeting and exceeding quality assurance goals, productivity benchmarks, and customer satisfaction metrics.
• Prioritizing tasks and managing time effectively in a fast-paced, ever-evolving environment.
• Staying current with internal updates, changes to procedures, and new promotions.

Qualifications include:

• Previous call center or customer service experience required.
• Strong verbal and written communication abilities. Bilingual (English/Spanish) is a plus.
• Ability to navigate multiple computer applications and phone systems with ease.
• Strong judgment and perceptiveness with the ability to analyze issues and resolve them quickly and efficiently.
• Ability to build rapport with guests and maintain composure under pressure.
• Excellent attention to detail and multitasking abilities.
• Willingness to work varying shifts, including weekends and holidays, based on business needs.
• Open to change, coachable, and quick to adjust to new procedures or environments.

Benefits include:

• Competitive hourly pay
• Health, dental, and vision insurance
• Paid time off
• Opportunities for growth and advancement
• Employee discounts at Circa Hospitality Group properties

Circa Hospitality Group is a dynamic and fast-growing company committed to creating exceptional guest experiences across all of our properties. Known for innovation and excellence in hospitality, we are building a centralized Call Center that will serve as the communication hub for all three of our properties. We're looking for professional, proactive, and customer-focused individuals to join our team as Call Center Agents.

This job description is intended to convey information essential to understanding the scope of the Call Center Agent role. It is not intended to be an exhaustive list of skills, efforts, duties, or responsibilities associated with the position. Management may modify duties and responsibilities as needed to meet the evolving needs of the company.