Call Center Agent - Seasonal

ICONA MANAGEMENT Chester, PA
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Job Title

Call Center Agent-Seasonal

Classification 

Non-Exempt 

Reports to 

Call Center Manager

Job Description 

The Call Center Agent is responsible for managing a large amount of inbound and outbound calls in a timely matter. Ensure our guests are provided with guest support and services in a professional, efficient and friendly manner.  This position is for the 2021 Season.


Essential Functions 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Manages large amounts of inbound and outbound calls in a timely matter. 

Follow communication “scripts” when handling different topics. 

Identify guests needs, clarify information, research every issue and provide solutions and/or alternatives. 

Seize opportunities to upsell products when they arise. 

Build sustainable relationships and engage with guests by going above and beyond. 

Keep records of all conversations in the call center database in a comprehensible way. 

Answers questions and recommends corrective services to address guest complaints. 

Keys information into computer to compile work volume statistics for accounting purposes and to keep records of guest service requests and complaints. 

Working knowledge of Track Pulse and Room Key software systems. 

Performs other duties as directed. 

Weekly attendance to Aloha Culture Meeting. 


Competencies 

Communication Proficiency. 

Problem Solving. 

Guest Focus. 

Stress Management/Composure. 

Thoroughness. 

Organizational Skills. 

Time Management. 


Supervisory Responsibility 

This position has no supervisory responsibility. 

Work Environment 

This position operates in a office/hotel setting. This role routinely uses standard office equipment such as computers, phones and photocopiers.  

Physical Demands 

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. 

While performing the duties of this job, the team member is regularly required to talk or hear. The team member frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. 

PHYSICAL ENVIRONMENTAL DEMANDS: 

Stand- Under 2/3rd of the time 

Walk- Under 2/3rd of the time 

Sit- Over 2/3rd of the time 

Use hands to fingers, handle or feel- Over 2/3rd of the time 

Reach with arms and hands- Over 2/3rd of the time 

Climb or balance- Up to 2/3rd of the time 

Stoop, kneel, crouch or crawl- Up to 2/3rd of the time 

Talk or hear- Over 2/3rd of the time 

Lift minimum of 5lbs.- 50 lbs.- Over 2/3rd of the time 

Adherence to all policy and procedures delineated in the ICONA Handbook.

Position Type/Expected Hours of Work 

This is a full-time position. This role requires forty, plus hours to include, nights weekends and holidays.

Travel 

There is 30% travel. 

Required Education and Experience 

High school diploma or equivalent required. 

Prior experience as Call Center Agent. 

Knowledge of Microsoft Office 365. 

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.  


 



 
 
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