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Call Center Agent (PBX Operator)

A legendary landmark re-imagined, Bishop's Lodge, Auberge Collection is a luxurious and soulful retreat steeped in heritage in Santa Fe, New Mexico. Set on 317 secluded acres bordering Santa Fe National Forest and just minutes from downtown, the 98-room resort invites guests to connect with nature with organic adobe architecture that invokes rich New Mexican heritage and conveys a genuine sense of place. Amenities include a collection of exhilarating outdoor experiences, historic horse stables, fitness center, pool, onsite stream for fly fishing casting lessons, healing arts experiences at Stream Dance Spa and several dining venues, including the resort's signature restaurant SkyFire. Expansive indoor and outdoor event space includes The Hall with 3,200 square feet of meeting space and the historic Lamy Chapel and Lawn, featuring dramatic views of the Tesuque Valley. The recently unveiled Bunkhouse is ideal for family gatherings with 12 individual bedrooms.

Our on property Call Center Agent (PBX Operator) is responsible for transporting guests virtually anywhere they would like to go at any time.

Job Duties include:

• Provide prompt, courteous and efficient handling of all incoming calls, keep track of guests' requests, and follow up to ensure satisfactory service and assistance for outgoing calls.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receive, record, and relay messages accurately, completely, and legibly.
• Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Monitor busy or unanswered lines, check back with callers on hold to update status and offer to take a message.
• Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Thoroughly understand safety procedures and have numbers to the Police, Fire, and Telephone Repair departments.

Qualifications

• 1 year experience in same or similar role.
• Ability to clearly and pleasantly communicate in English, both orally and in writing.
• Ability to perform assigned duties with attention to detail.
• Ability to interact in a polite, professional, and engaging manner.
• Experience in a luxury environment is preferred.

Juniper Bishops Employment LLC is an Equal Opportunity Employer, M/F/D/V. Juniper Bishops Employment LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Juniper Bishops Employment LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.