Call Center Agent

Auberge Collection; Aspen (CO); On-site; USD 46,000 - 50,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, vision healthcare plans

401(k) with employer contribution

Company stay discounts

Job summary

Auberge Collection is seeking a full-time Call Center Agent (PBX Operator) for Hotel Jerome in Aspen. The successful candidate will handle incoming calls, guest requests, and provide excellent service. With a targeted compensation of $23 per hour, this role offers a comprehensive benefits package including medical, dental, and 401(k) options.

Candidates should have at least 1 year of relevant experience and the ability to communicate clearly in English. Experience in a luxury environment is preferred.

Qualifications

• 1 year experience in same or similar role.
• Ability to clearly and pleasantly communicate in English.
• Ability to perform assigned duties with attention to detail.

Responsibilities

• Provide prompt handling of all incoming calls and guests’ requests.
• Record and relay messages accurately.
• Anticipate guests’ service needs and engage in conversation.

Skills

Clear communication in English

Professional and polite interaction

Attention to detail

Experience in a luxury environment

Job description

Hotel Jerome is a historic hotel in Aspen offering a full‑time, year‑round, non‑exempt Call Center Agent (PBX Operator) position with a targeted compensation of $23 per hour.

Call Center Agent (PBX Operator)

Responsibilities

• Provide prompt, courteous and efficient handling of all incoming calls, keep track of guests’ requests, and follow up to ensure satisfactory service and assistance for outgoing calls.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receive, record, and relay messages accurately, completely, and legibly.
• Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Monitor busy or unanswered lines, check back with callers on hold to update status and offer to take a message.
• Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Thoroughly understand safety procedures and have numbers to the Police, Fire, and Telephone Repair departments.

Qualifications

• 1 year experience in same or similar role.
• Ability to clearly and pleasantly communicate in English, both orally and in writing.
• Ability to perform assigned duties with attention to detail.
• Ability to interact in a polite, professional, and engaging manner.
• Experience in a luxury environment is preferred.

Benefits

The comprehensive benefit package includes paid time off, sick and safe time, medical, dental and vision health care plans, 401(k) with employer contribution, health and flexible spending account programs, employee assistance program and company stay discounts. Benefits are subject to eligibility, waiting period, contribution, and other requirements and conditions.

Auberge Resorts Aspen Inc is an Equal Opportunity Employer, M/F/D/V. Auberge Resorts Aspen Inc provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Auberge Resorts Aspen Inc complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.