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Attd PBX

J o b D e s c r i p t i o n

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.

Principal Duties & Responsibilities
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

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Work Experience
Experience	Experience Details	Required/ Preferred
1+ Years of Prior Relevant Experience	Customer service experience	Preferred

Additional Requirements
Details	Required/ Preferred
Experience handling customer calls in an inbound environment	Preferred

Knowledge, Skills and Abilities
KSAs
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

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing	X
Bending				X
Carrying __pounds				X		40 lbs
Clear speech - simple				X
Clear speech - complex	X
Climbing				X
Crawling	X
Crouching	X
Distant vision	X
Driving - auto/van	X
Driving - limousine	X
Flexibility - upper body				X
Flexibility - lower body				X
Hearing/Listening				X
Kneeling				X
Lifting __pounds				X		5 lbs
Near vision	X
Normal vision				X
Pushing/Pulling				X
Reaching	X
Sitting				X
Standing - 5 hours minimum				X
Stooping				X
Typing __w.p.m.				X		35
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area	X
Contacts - works alone				X
Contacts - works with others				X
Exposure to dust / dirt	X
Exposure to fumes / odors	X
Extreme cold	X
Extreme heat	X
Fast pace				X
Hazardous conditions - Chemicals	X
Hazardous conditions - high structures	X
Hazardous conditions - high voltage	X
Indoors				X
Noise levels - low to moderate	X
Noise levels - low to high				X
Office conditions				X
Outdoors	X
Restricted area	X
Smoke	X
__% Travel	X
Wet/Humid	X
Live Stream/ Video Recording	X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical			X
Clerical				X
Comprehension				X
Crisis incidents	X
Customer service				X
Decision making			X
Fatigue				X
High pressure			X
Judgment				X
Long hours			X
Math skills - advance		X
Math skills - basic				X
Memorization		X
Organization			X
Perception			X
Reading - simple				X
Reading - complex		X
Repetition				X
Safety hazards
Tight deadlines
Writing - simple				X
Writing - complex