CHG - Call Center - Agent

Circa Las Vegas; Las Vegas (NV); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Growth opportunities

Employee discounts

Job summary

Circa Hospitality Group in Las Vegas seeks a Call Center Agent to be the first point of contact for guests across Circa properties. You will handle reservations, inquiries, and route calls to the appropriate departments to ensure smooth service.

The ideal candidate has call center or customer service experience, strong communication skills, and the ability to manage multiple systems. Spanish is a plus; willingness to work flexible shifts including weekends.

Qualifications

• Experience in a call center or customer service role.
• Fluency in English; Spanish is a plus.
• Ability to navigate multiple computer applications and phone systems.
• Strong problem-solving and multitasking abilities.
• Professional communication and customer-focused approach.

Responsibilities

• Answer calls and assist with hotel reservations and inquiries.
• Direct calls to appropriate departments across three properties.
• Maintain knowledge of amenities, room types, rates, promotions, and procedures.
• Navigate computer systems to access and manage guest data accurately.
• Maintain professionalism and accuracy in guest interactions.
• Handle escalated calls with patience and courtesy.
• Perform data entry and record-keeping as assigned.
• Adhere to company policies and regulatory standards.
• Meet quality, productivity, and customer satisfaction targets.
• Prioritize tasks in a fast-paced environment.

Skills

Bilingual EN/ES

Strong communication

Customer service

Multitasking

Problem-solving

Interpersonal skills

Organizational skills

Flexibility

Adaptability

Tools

CRM software

Phone systems

Multiple computer apps

Job description

Job Title: Call Center Agent
Company: Circa Hospitality Group
Location: 302 Building
Reports To: Call Center Manager

POSITION OVERVIEW:

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.

KEY 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.

QUALIFICATIONS:

• 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.

BENEFITS:

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

ABOUT CIRCA HOSPITALITY GROUP:

Circa Hospitality Group is a dynamic and fast-growing company committed to creating exceptional guest experiences across all of our properties. Known for innovation and excellence in hospitality, we are building a centralized Call Center that will serve as the communication hub for all three of our properties. We're looking for professional, proactive, and customer-focused individuals to join our team as Call Center Agents.

DISCLAIMER:

This job description is intended to convey information essential to understanding the scope of the Call Center Agent role. It is not intended to be an exhaustive list of skills, efforts, duties, or responsibilities associated with the position. Management may modify duties and responsibilities as needed to meet the evolving needs of the company.