CALL CENTER AGENT JOB DESCRIPTION

A Call Center Agent handles what most customer relationships hinge on: the moment a person needs help and someone actually picks up. In consumer-facing service businesses - from travel booking to retail - agents own the full contact lifecycle, from first inquiry through complaint resolution, working across phone, email, and internal escalation channels. No delegation happens here. The agent is the primary point of accountability for every customer interaction they touch, answering to shift supervisors and coordinating with product, sales, and operations teams to close the loop.

As the Call Center Agent, you resolve customer inquiries, process bookings and reservations, and own complaint outcomes across inbound and outbound channels within a consumer services environment. You operate within a structured contact center team, reporting to a Contact Center Manager or Supervisor, and collaborate daily with sales, operations, and product teams to deliver accurate, timely resolutions.

Career Impact: Mastering multi-channel contact handling and reservation systems in a consumer services environment builds a foundation for senior agent, team lead, and quality coach roles within contact center operations.

Business Impact: Each resolved contact directly determines customer retention rates and repeat booking volume, making the Call Center Agent the frontline defense against revenue lost to unresolved complaints.

Growth Opportunity: Agents who demonstrate strong escalation judgment and cross-functional coordination gain exposure to supervisory responsibilities, quality coaching, and operations improvement projects that accelerate the path to leadership.

• Handle inbound and outbound customer contacts across phone and email channels to resolve inquiries and complaints within agreed response times.
• Process reservations, bookings, and advance deposits accurately into reservation and contact management systems.
• Own customer complaints from first contact through resolution, coordinating with internal departments to close escalations without handoff gaps.
• Communicate group requests, product issues, and emerging trends to the Sales Manager or Contact Center Supervisor as they are identified.
• Maintain customer care tools including contact databases, manuals, and internal forms to ensure current and accurate information.
• Perform clear and detailed handovers to oncoming staff, capturing all open actions and next steps.
• Monitor product and system errors identified during calls and log them for review by the relevant team.
• Serve as a rotating point of contact for retail distributors, suppliers, and agents on booking and product inquiries.

• High school diploma or equivalent work experience.
• 2 or more years of customer service experience, with at least 1 year in a phone-based or contact center environment.
• Demonstrated ability to manage inbound and outbound call volume while maintaining accuracy in data entry and recordkeeping.
• Strong verbal and written communication skills with the ability to convey information clearly and concisely under time pressure.
• Ability to handle customer complaints and escalations calmly, professionally, and within defined resolution timelines.
• Organizational skills sufficient to manage multiple open contacts, follow-ups, and system entries simultaneously.
• Willingness to work a flexible schedule including evenings, weekends, and early morning shifts as required.

• Experience in travel reservations, hospitality, or a multi-channel retail contact center environment.
• Familiarity with complaint documentation workflows and cross-departmental escalation processes.
• Proficiency in spreadsheet applications for tracking contact volume, compliance records, or error logs.
• Fluency in a second language, with English required as the primary working language.

• First contact resolution rate, measuring how often customer issues are closed without a follow-up contact.
• Average handle time per contact, reflecting efficiency across inbound and outbound interactions.
• Reservation and data entry accuracy rate, tracking errors per 100 bookings processed.
• Escalation closure rate within defined SLA, measuring how consistently escalated complaints are resolved on time.
• Customer satisfaction score per agent, derived from post-contact surveys on resolved interactions.
• Typical tools: Contact management platforms (commonly CRM-based reservation systems) and productivity suites (commonly Microsoft Office).

• Base Salary Range: $36,000 to $48,000 per year, depending on experience and location.
• Bonus: performance-based incentives tied to contact resolution and upsell metrics.
• Equity: not typically offered at this level.
• Health Benefits: medical, dental, and vision coverage standard across most employers.
• PTO: 10 to 15 days annually, increasing with tenure.
• Common Perks: Shift flexibility options, employee discounts, and tuition assistance at larger employers.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background checks are required as a condition of employment for all positions. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, and local law. Reasonable accommodations are available to individuals with disabilities throughout the application and employment process. Candidates must be authorized to work in the United States prior to their start date.

The Call Center Agent owns the full guest interaction cycle, from responding to inquiries and processing reservations to resolving escalations, within a hospitality contact center environment. Working closely with Quality Coaches and Shift Supervisors, the Call Center Agent supports revenue growth through up-sell and cross-sell engagement while ensuring data integrity across multiple reservation systems.

Key Responsibilities

• Assist guests most courteously and efficiently while responding to guest inquiries or concerns regarding their experience.
• Respond to guest inquiries and concerns to deliver courteous and efficient service.
• Anticipate guest needs and engage guests to capture up-sell and cross-sell opportunities.
• Record guest information into multiple reservation systems with accuracy and data integrity.
• Work with Quality Coaches and Shift Supervisors to evaluate and improve individual performance.
• Assist with guest recovery and escalations to resolve issues effectively.
• Secure and process advance deposits when making reservations.
• Collaborate with all departments to ensure smooth responses to guest requests.

Required Qualifications

• High School diploma or equivalent.
• One year of related experience and two years of customer service experience.
• Experience with clerical or telephone sales.
• Skills in effective and persuasive interpersonal communication to obtain customer acceptance.
• Ability to communicate effectively, concisely and logically while maintaining confidentiality.
• Ability to read and write proficiently to evaluate reports, correspondence and statistical information.
• Basic knowledge of Outlook, MS Word, Excel, and PowerPoint, as well as office equipment.
• Excellent organizational skills to function under time constraints with attention to detail.
• Perception and awareness of individual needs with ability to handle situations calmly and professionally.

Embedded within a client-contracted contact center team, the Call Center Agent conducts daily outbound call initiatives to store owners and retail establishments to gather and record retail pricing data. Working closely with Contact Center Leadership and retail personnel, the Call Center Agent ensures brand advocacy and accurate compliance reporting for contracted clients.

Core Functions

• Complete assigned daily outbound call lists to gather retail data for clients.
• Review pricing, promotional and other materials to prepare for calls with retailer personnel.
• Answer inbound calls, voicemails and emails in a timely manner.
• Record information reviewed and received from calls into online databases.
• Record retailer compliance to stated initiatives.
• Communicate to Contact Center Leadership any issues or trends as they are identified.
• Attend client calls as requested.

Qualifications and Experience

• High school diploma or equivalent.
• Outbound call center experience is a plus.
• Direct retail experience is a plus.
• Excellent verbal and written communication skills.
• Proven time management and organization skills.
• Proficient in Microsoft Office Suite, especially Excel.

Reporting to the Sales Manager, the Call Center Agent delivers frontline customer care across phone and email channels, managing group booking requests from initial inquiry through technical support and reservation processing within a travel products environment. Partnering with retail travel distributors, agents, and suppliers on a rotating basis, the Call Center Agent ensures accurate in-house system records and product information currency to support seamless customer experiences.

Primary Duties

• Handle frontline customer care via email and phone, including booking requests and inquiries.
• Service reservations by phone and email with accurate delivery into in-house software solutions.
• Communicate all group requests and relevant updates to the Sales Manager.
• Use initiative to keep product information from bookings and assistance requests current.
• Maintain existing customer care tools including databases, manuals and in-house forms.
• Perform effective handovers to following Groups staff with clear and detailed information.
• Log and collate all system and product errors for review.
• Serve as point of contact on a rotating basis for retail travel distributors, customers, agents and suppliers.

Skills and Qualifications

• Requires 2-4 years of experience in a related field, preferably in travel and a call center setting.
• Experience in travel product development, operations or reservations.
• Solid experience in phone sales preferable but not essential.
• Global geographical knowledge.
• Basic background knowledge of computers and IT functions.
• Computer literate in Microsoft Windows applications.
• Excellent communication, time management and multi-tasking skills with ability to work under pressure.
• Fluent in English with excellent verbal and written interpersonal communication skills.
• Committed to a flexible work schedule including early morning, evenings and weekends.

Sitting at the intersection of collections strategy and customer resolution, the Call Center Agent services early stage delinquent loans by conducting inbound and outbound call campaigns, securing payments, and exploring foreclosure alternative programs to mitigate losses. Operating across departments including Home Retention, Foreclosure, and Litigation, the Call Center Agent documents escalated issues and coordinates multi-department responses to drive permanent delinquency resolution.

Duties

• Receive inbound and outbound calls to assist customers in resolving early stage loan defaults.
• Establish reasons for delinquency, assess ability to pay and secure payments from customers.
• Update customer financial information to initiate foreclosure alternative programs.
• Provide results and next steps based on recommendations received from alternative programs.
• Service, resolve and document escalated customer issues effectively.
• Manage self-follow-ups to ensure timely resolution of pending matters.
• Coordinate with departments including Home Retention, Property Resolution, Foreclosure, Bankruptcy and Litigation.

Experience and Qualifications

• Some understanding of CFPB, FDCPA and ECOA regulations preferred.
• Negotiation skills with ability to effectively resolve delinquency situations.
• Ability to identify, analyze and problem-solve pending foreclosure situations.
• Proficient in Microsoft Excel and Word.
• Excellent customer service skills including professional telephone manner and clear business correspondence.
• Solid time management skills including ability to multi-task and prioritize work assignments.
• Skilled at making independent decisions within set policies and procedures.
• Ability to work flexible shifts and overtime when required.

A key member of the emergency response contact center team, the Call Center Agent creates E-files for property damage incidents and coordinates with Branch Offices and Vancouver field staff to dispatch timely support for water, flood, fire, and mould emergencies. Collaborating with property managers and Strata clients, the Call Center Agent serves as a brand ambassador and primary point of contact to build trust and ensure accurate information delivery across all customer interactions.

Accountabilities

• Create E-files for customers by capturing property damage details and communicating them to Branch Offices.
• Answer phones courteously using the company greeting and serve as a brand ambassador.
• Handle customer emergencies for water, flood, fire or mould damage efficiently.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information to internal and external customers using appropriate technology.
• Coordinate site keys with Vancouver field staff.
• Service Strata Client Emergency Calls and send incident reports to property managers.
• Handle or escalate complaints and provide appropriate solutions within time limits with follow-up.

Position Requirements

• Excellent communication skills, both oral and written in English, additional language is an asset.
• Technology savvy with experience using web-based applications.
• Ability to multi-task in a dynamic environment.
• Strong problem-solving skills with ability to perform root cause analysis and implement sustainable solutions.
• Strong customer orientation with a sense of urgency and self-motivation.
• Ability to organize work and demonstrate support for innovation and organizational change.
• Works well in a team environment.

Effective customer retention and issue resolution depend on the Call Center Agent, who logs, owns, and resolves customer contacts across all available channels while liaising with internal departments and external third-party suppliers. Based within an established contact center team, the Call Center Agent coordinates with Store management to promote best practice and acts on customer feedback to recover at-risk relationships.

Functions

• Provide excellent and personable customer service through all available channels.
• Log, record and resolve customer contacts and issues efficiently across all business functions.
• Take ownership of customer contacts and complaints, liaising with departments to reach best resolutions.
• Coordinate with Store management and other departments to promote best practice.
• Take action on customer feedback to recover potentially lost customers and resolve concerns.

Background and Experience

• Excellent PC literacy and working knowledge of Microsoft packages.
• Excellent written, verbal and presentation skills.
• Committed to delivering an exceptional level of customer service.
• Ability to work well under pressure and multi-task with close attention to detail.
• Natural ability to work independently within an established team.
• Strong team player capable of gaining trust from peers and team members.
• Enthusiastic, positive, resourceful and resilient.