CHG - Call Center - Agent

Recruiting Team•Las Vegas, NV

11d

About The Position

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.

Requirements

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

Nice To Haves

Bilingual (English/Spanish) is a plus.

Responsibilities

Answer incoming calls and assist with hotel reservations, guest inquiries, and general information.
Act as a central operator by efficiently directing calls to the appropriate departments across all three properties.
Maintain up-to-date knowledge of hotel amenities, room types, rates, promotions, and property-specific details.
Navigate computer systems and software to access and manage customer data accurately.
Ensure a high level of professionalism and accuracy in all guest interactions.
Handle escalated or difficult calls with patience, empathy, and professionalism.
Perform data entry, and record-keeping as assigned.
Adhere to all 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, ever-evolving environment.
Stay current with internal updates, changes to procedures, and new promotions.