Attd PBX

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Job Profile Title:

Attd PBX

Job Code:

14367

Profile Title:

14367 Attd PBX

Grade / Band:

03

FLSA Status:

Non-Exempt

As a Customer Care Operator, you will set the stage for guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW moments and memories they will carry with them far beyond their stay with us.

Answer inbound telephone calls where transactions range from call transfers and overhead paging to guest wake-up calls and message delivery

Prepare and handle a high volume of repetitive customer interactions over the telephone in a fast-paced environment

Provide customers with a clear picture of products and services, always leading the call without failing to listen to the voice of the customer

Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated

Provide important observations gathered from many customer interactions, offering suggestions to improve process, product or service offerings

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma, GED or equivalent

Preferred

1+ Years of Prior Relevant Experience

Customer service experience

Preferred

Experience handling customer calls in an inbound environment

Preferred

Effective and persuasive interpersonal styles/methods of communication to obtain customer acceptance for the purchase of services

Able to effectively communicate in English, in both written and verbal forms

Ability to work under pressure

Perception and awareness of individual needs and the ability to handle all situations calmly and professionally

Ability to multi-task and work well in a fast paced, team-oriented environment

Basic knowledge of computer software to include Outlook, MS Word, Excel, and PowerPoint

Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail

Effective listening abilities with strong judgment skills

Ability to type 35 words per minute

Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts

Maintain a professional, neat and well-groomed appearance adhering to company standards

Balancing

Bending

X

Carrying __pounds

X

40 lbs

Clear speech - simple

X

Clear speech - complex

Climbing

X

Crawling

Crouching

Distant vision

Driving - auto/van

Driving - limousine

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting __pounds

X

5 lbs

Near vision

Normal vision

X

Pushing/Pulling

X

Reaching

Sitting

X

Standing - 5 hours minimum

X

Stooping

X

Typing __w.p.m.

X

35

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

Exposure to fumes / odors

Extreme cold

Extreme heat

Fast pace

X

Hazardous conditions - Chemicals

Hazardous conditions - high structures

Hazardous conditions - high voltage

Indoors

X

Noise levels - low to moderate

Noise levels - low to high

X

Office conditions

X

Outdoors

Restricted area

Shifts

X

Smoke

__% Travel

Vibration

Wet/Humid

Analytical

Clerical

Comprehension

X

Crisis incidents

Customer service

X

Decision making

Fatigue

High pressure

Judgment

Long hours

Math skills - advance

Math skills - basic

X

Memorization

Organization

Perception

Reading - simple

X

Reading - complex

Repetition

X

Safety hazards

Tight deadlines

Working conditions

Writing - simple

X

Writing - complex