Call Center Representative

Position Summary:

The Call Center Representative serves as the primary point of contact for customers, delivering high-quality service through phone, email, or chat interactions. This role is responsible for handling inquiries, resolving issues efficiently, and providing accurate information regarding products and services. The representative maintains a positive and professional demeanor while meeting performance metrics such as response time, customer satisfaction, and call resolution. Strong communication skills, problem-solving abilities, and a customer-focused mindset are essential to ensure a positive customer experience and support organizational goals. 

Key Duties/Accountabilities:

• Answer incoming calls and respond to customer inquiries in a courteous and professional manner.
• Provide accurate information about products, services, policies, and procedures.
• Resolve customer complaints and issues efficiently, escalating when necessary.
• Process orders, forms, applications, or service requests as needed.
• Document all customer interactions in the system accurately and timely.
• Follow up with customers to ensure issues are fully resolved.
• Meet or exceed performance metrics such as call handling time, first-call resolution, and customer satisfaction.
• Maintain confidentiality of customer information at all times.
• Collaborate with team members and other departments to improve service delivery.

Qualities & Characteristics:

• Applied Learning - Seeking and making the most of learning opportunities to improve performance of self and/or others.
• Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
• Brand Engagement: Knowledge of brand strategies, business plans, brand positioning, customer psychographics; shares value system and can personally relate with target guest profile.
• Business Acumen - Understanding and utilizing business information (to manage everyday tasks and generate innovative solutions to approach business and administrative challenges).
• Strategic Thinking – Ability to align financial planning with long-term business goals. Sees the big picture and anticipates future financial trends.
• Leadership & Team Management – Inspires and leads finance and accounting teams effectively. Builds a culture of accountability, collaboration, and continuous improvement.
• Integrity & Ethics – Maintains the highest standards of honesty and transparency. Ensures financial practices are ethical and compliant.

Preferred Qualifications:

• Property industry work experience, demonstrating progressive career growth and a pattern of exceptional performance.
• 3-5 years experience in a related field
• Strong active listening and conflict resolutions skills
• Strong verbal and written communication skills
• Strong computer skills with Microsoft Office, RHEA and applicable systems
• Ability to remain calm and professional in challenging situations

Company Culture:

• Celebrate Success
• Strive for Excellence
• Seek to Understand
• Adapt Quickly
• Tell the Truth
• Change Champions
• Human Centric