CHG - Call Center - Agent

The D; Las Vegas (NV); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Competitive hourly pay

Health, dental, and vision insurance

Paid time off

Opportunities for growth and promotion

Employee discounts at Circa properties

Job summary

Circa Hospitality Group in Las Vegas is seeking a Call Center Agent to serve as the first point of contact for guests across three properties. You will handle room reservations, inquiries, and route calls to the appropriate departments to ensure smooth communication and outstanding service.

The role requires experience in a call center or customer service, strong verbal and written communication, and the ability to navigate multiple computer systems.

Qualifications

• Experience in a call center or customer service environment.
• Strong verbal and written communication abilities.
• Bilingual English/Spanish is a plus.
• Ability to navigate multiple computer applications and phone systems.
• Excellent rapport-building and composure under pressure.

Responsibilities

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

Skills

Call center experience

Bilingual English/Spanish

Communication skills

Multitasking

Tools

Hotel reservation software

CRM systems

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.