Call Center Agent

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

Benefits offered by this job

Paid time off

Medical, Dental and Vision plans

401(k) plan with employer contribution

Employee Assistance Program

Company stay discounts

Job summary

Auberge is looking for a Call Center Agent (PBX Operator) based in Aspen, Colorado. The role involves handling guest calls, ensuring service satisfaction, and providing information on property services and area attractions.

Candidates should have at least 1 year of experience in a similar role and possess strong communication skills. The position offers a comprehensive benefits package and is paid at a targeted compensation of $23/hr.

Qualifications

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

Responsibilities

• Provide prompt and efficient handling of all incoming calls.
• Follow up with guests to ensure satisfaction.
• Receive, record, and relay messages accurately.
• Contact appropriate departments to resolve requests.
• Anticipate and address guests' service needs.

Skills

Clear communication in English

Attention to detail

Polite and professional interaction

Experience in luxury environments

Job description

Job Description

Our on property Call Center Agent (PBX Operator) is responsible for transporting guests virtually anywhere they would like to go at any time.

Job Duties include:

• 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 Package

The comprehensive benefit package for this position includes paid time off, sick and safe time, Medical, Dental and Vision healthcare plans, 401(k) plans with employer contribution, Health and Flexible Spending Account programs, Employee Assistance Program and Company stay discounts. Benefits package may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

Targeted compensation wage for this full time year round, non-exempt position is $23/hr.

Equal Opportunity Employer

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.