Call Center Agent

ICONA MANAGEMENT Chester, PA
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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.  

Essential Functions 

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

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

  1. Follow communication “scripts” when handling different topics. 

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

  1. Seize opportunities to upsell products when they arise. 

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

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

  1. Answers questions and recommends corrective services to address guest complaints. 

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

  1. Working knowledge of Track Pulse and Room Key software systems. 

  1. Performs other duties as directed. 

Competencies 

  1. Communication Proficiency. 

  1. Problem Solving. 

  1. Guest Focus. 

  1. Stress Management/Composure. 

  1. Thoroughness. 

  1. Organizational Skills. 

  1. Time Management. 

 

Supervisory Responsibility 

This position has no supervisory responsibility. 

 

Work Environment

 
 
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