CHG - Call Center - Agent

The D • Las Vegas, NV

5d

About The Position

As a Call Center Agent at Circa Hospitality Group, you will serve as the first point of contact for guests calling the company. You will make room reservations, respond to inquiries, and route calls to the appropriate departments, helping ensure smooth communication and outstanding guest service across all three properties.

This role is part of a centralized Call Center that serves as the communication hub for the properties. Agents are expected to maintain accurate knowledge of property information, use computer and phone systems effectively, handle challenging calls professionally, and meet quality, productivity, and guest satisfaction goals. The position requires flexibility to work varying shifts, including weekends and holidays, based on business needs.

Requirements

• Previous call center or customer service experience is required.
• Strong verbal and written communication skills.
• Ability to navigate multiple computer applications and phone systems.
• 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.

Nice To Haves

• Bilingual English/Spanish skills.

Responsibilities

• Answer incoming calls and assist with hotel reservations, guest inquiries, and general information.
• Direct calls to the appropriate departments across all three properties.
• Maintain current knowledge of hotel amenities, room types, rates, promotions, and property-specific details.
• Navigate computer systems and software to access and manage customer data accurately.
• Maintain professionalism and accuracy in guest interactions.
• Handle escalated or difficult calls with patience, empathy, and professionalism.
• Perform assigned data entry and record-keeping.
• Follow company policies, procedures, and regulatory standards.
• Meet and exceed quality assurance goals, productivity benchmarks, and customer satisfaction metrics.
• Prioritize tasks and manage time effectively in a fast-paced environment.
• Stay current with internal updates, procedure changes, and new promotions.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed