Call Center Agent

Job Summary

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PRIMARY OBJECTIVE OF POSITION:Answer internal and external telephone calls in a friendly and courteous manner and direct calls through the hotel switchboard. Input wake up calls and messages in to the system, retrieve messages as requested. Actively coordinate communications within the hotel including emergency procedures, alarms, life safety, natural disaster, and shuttle can services, acting as a liaison to all appropriate local Emergency Services. Receive, log and dispatch internal and guest request calls and follow up each call for completion. Listen to and resolve all customer concerns directed to the department. RESPONSIBILITIES AND JOB DUTIES:• Promptly answer telephone calls speaking English, greet callers with a positive and clear voice. Listen to ascertain the correct extension. • Read and use a moderately complex computer console, direct calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions.• Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.• Receive wake-up call information, input cautiously in to the automated wake-up system and verbally confirm time to guest.• Act as dispatcher for security, guest services and property operations employees. • Provide timely information via paging system and two-way radios to employees in response to emergencies and guest requests. • Log and follow up on the completion of all internal and external requests. • Coordinate and dispatch all hotel fleet arrival and departures to and from the hotel. • Briefly answer basic inquiries, e.g., time, extension numbers, outlet hours, etc.• Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly document pertinent details.• Remain calm and polite especially during emergency situations and/or heavy hotel activity.• Resolve complications and complaints such as missed wake up calls, service failures or missed messages using previous experience and good judgment. • Have the good judgment to escalate pertinent issues to management.• Operate facsimile machine to send, receive, and log transmissions. Notify guests using the message function of the computer of the incoming faxes.• Maintain an alert, attentive, calm, and reassuring tone of voice.• Be responsive to guest’s requests by communicating their needs to appropriate departments in a prompt and courteous manner.• Other duties and special projects as assigned by the supervisor, such as room reservations processing, selected GSA function, development and analysis of reports with regard to call volume, service levels and others.Salary Range $20-23.86

Requirement

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PHYSICAL DEMANDS:• Requires sitting for long periods of time with little latitude for movement.• Requires the ability to speak clearly and with good diction.• Requires the ability to receive and proves oral data rapidly and accurately.• Lifting of 20 pounds with carrying of objects such as dockets, ledgers.• Walking is only required occasionally. No significant amount of standing is required.SPECIAL SKILLS REQUIRED:• Ability to effectively deal with employee and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.• Considerable ability to listen effectively and speak English clearly on the telephone in a polite and understandable manner is required.• Ability to access and accurately input information using a moderately complex system required.• Ability to read the English language to fully comprehend and communicate clearly all guest messages.• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other employees.EDUCATION REQUIRED:Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skill and abilities.EXPERIENCE REQUIRED:Prior hospitality and/or communications experience preferred.LICENSES OR CERTIFICATES:No special licenses required.

Terms of employment

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Full time