Call Center Agent & Operator

Call Center Agent / Operator

The Call Center Agent / Operator is responsible for providing exceptional guest service through multiple channels, including phone, email, and chat communications. This position will receive and handle various requests related to service orders, room reservations, and general inquiries. Dual Agent / Operators work alongside others in a call center environment.

Essential Duties and Responsibilities

Primary duties and responsibilities include, but are not limited to, the following :

• Answer incoming telephone calls courteously and connect / transfer to appropriate departments, guests, or other hotel / casino personnel.
• Maintain knowledge of all property services / features, as well as a familiarity of local events and attractions to accurately respond to guest inquiries.
• Relay information to guests regarding hours of operation, events, property amenities, directions etc.
• Book, quote, cancel, or otherwise modify room reservations at the request of guests.
• Redeem offers for hotel, casino, and event promotions.
• Answer questions and offer additional assistance to promote guest satisfaction.
• Respond to guest inquiries via text message and email with professional verbiage and punctuation.
• Input service orders on behalf of guests or other departments / personnel on property.
• Utilize multiple programs and applications to execute job responsibilities in a timely and efficient manner.
• Any other duties as assigned within the scope of this position.

Knowledge / Skills / Abilities

Excellent verbal and written communication skills required. Ability to multitask between several software programs to properly handle room reservations and PBX requests. Capable of adapting to fluctuating business demand, which may result in a change of priority and focus between assigned tasks throughout shifts. Proactive and works well under pressure in a fast-paced environment. Outstanding coordination and organizational skills. High degree of accuracy and attention to detail. Ability to speak Spanish preferred but not required. Ability of simple reading, writing, math, and complex task completion skills is required. Must have the following skills : following instructions, memorization, and problem solving. Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate. Must be a minimum of 18 years of age.

Education and / or Experience

Minimum 2 years' guest service experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

Physical Demands

While performing the duties of this job, the team member is constantly sitting and occasionally walking over the duration of their shift. Must be able to lift / carry 10lbs or less occasionally. The team member will constantly have repetitive use of both hands. Finger dexterity of both hands will be constantly required. Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision. The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

Work performed indoors, alone and frequently around others. Team Member will perform work face-to-face including verbal contact with others around computer equipment. The noise level in the work environment is usually moderate. Team Member may be exposed to secondhand smoke. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.