The Call Center Agent is responsible for independently assessing and processing inbound calls to deliver a seamless service experience that deepens and strengthens customer relationships. These calls require initiative, accuracy, and sound judgment. It is imperative that the agent employ effective communication skills in all their interactions with customers. Position is Full Time with rotational shifts.

Job Functions:

• Serve as a help desk for other hotel customers and provide solutions to include the following: initial contact for internal technology problems;
• Identify and recommend solutions to resolve customer issues; when appropriate refers customers to specialists.
• Timely follow up on all issues.
• Maintain records of completed customer requests for service and audit tracking.
• Performs other duties as assigned.

Requirements:

• Basic knowledge of hotel management related services
• Basic working knowledge of common computer applications such as Microsoft Outlook, Word, Excel.
• Effective verbal communication skills with American accent that include the ability to listen intently, speak clearly and explain complex issues simply and concisely, while engaging the customer in pleasant conversation.
• Basic written communication skills including the ability to use proper grammar and spelling while conveying a friendly, helpful demeanor.
• Attention to detail and accuracy in both written paperwork and customer interactions.
• Ability to do moderate multi-tasking and problem solve as needed.
• Demonstrates a positive, respectful attitude and the ability to work harmoniously with other employees.
• Confident, self-motivated, and skilled in time management.