Remote Call Center Representative

Canyon Ranch Operating, LLC; Lenox (MA); Remote; USD 35,000 - 45,000; Full time

Job summary

A leading wellness destination is seeking a Call Center Representative in Lenox, Massachusetts. The role involves matching guest needs with services and providing exceptional customer support. Ideal candidates will have a background in health and wellness, strong communication skills, and experience in customer service. This position requires the ability to manage multiple tasks efficiently under pressure and work as part of a team.

Qualifications

• Experience in the health and wellness industry preferred.
• Ability to manage multiple tasks under pressure.
• Strong verbal and written communication skills.

Responsibilities

• Match guest intentions with services and activities.
• Guide and advise guests before their arrival.
• Conduct in-person consultations during guests' stay.

Skills

Excellent communication

Organization skills

Customer service experience

Proficiency in Microsoft applications

Team collaboration

Education

Bachelor’s degree or equivalent

Job description

Overview

Canyon Ranch® has been a trailblazer and an industry-leading proponent of the wellness lifestyle since its founding in 1979. Canyon Ranch has imparted integrative expertise to millions of guests, with established wellness destination resorts in Tucson, Arizona, Lenox, Massachusetts and Woodside, California Wellness Retreat. Guests can achieve their goal of living younger longer. In addition, Canyon Ranch operates North Americas largest day spa at The Venetian® hotel in Las Vegas, Nevada. Canyon Ranch is a 13-time winner of Travel + Leisure’s Best Spa Award, an 11-time recipient of the Condé Nast Traveler Best Destination Spa Award, and both wellness resorts were named in the 2019 U.S. News & World Report Best Hotels rankings.

Responsibilities

Our Call Center Representatives are primarily responsible for matching guest intentions with the perfect combination of services, activities, and lectures. Activities include calling guests prior to arrival to offer guidance and advice and to invite them to pre-book services. For guests on property, Program Advisors offer additional guidance while booking services by answering in-person questions, on-property calls, and conducting one-on-one consultations.

You will identify the intentions of guests and advise them prior to arrival and throughout the guest\'s stay through telephone and in-person interactions. You will adjust itineraries by booking, moving, or canceling services. You will gather information for guests as requested, follow up with guest requests, document guest interactions, and collect guest preferences. You will keep current on all Company and department information through training, emails, personal communication, and proactive gathering of information from other department heads.

Qualifications

A Bachelor’s degree or equivalent preferred, but not required for this position. Or any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position.

It is preferred that you have experience in the health and wellness industry, and previous customer service experience is necessary. You need to be proficient in Microsoft computer applications.

To be successful, you need excellent communication, organization, and management skills. You need to be able to manage multiple projects and tasks simultaneously and work efficiently and calmly under pressure. You also need to have excellent listening and interpretive skills. You will need to demonstrate an understanding of the philosophy of Canyon Ranch. You need to be very personable and possess good written, telephone, and verbal communication skills, and be able to work collaboratively in a team environment. You also need to have a passion for guest service.