Call Center Representative (lead)

Job Title: Call Center RepresentativeDepartment: VariousReports to: Site DirectorJob Type: Non-ExemptArch Amenities GroupWellness-driven. Hospitality-focused.Arch Amenities Group is the leading provider of amenity management, consulting, and wellness services for commercial real estate, residential communities, and hospitality properties. Formed through the strategic acquisition of top hospitality and wellness-led providers, Arch brings together decades of experience and forward-thinking innovation to deliver unmatched lifestyle and hospitality experiences.We partner with owners, operators, and developers to transform spas, fitness centers, meeting and event spaces, pools, clubs, and residential amenities into vibrant destinations that foster connection, wellness, and belonging. Our mission is to create spaces where people thrive.With a North American footprint, a diverse client portfolio, and a highly trained service team, we help properties unlock the full potential of their amenity spaces by improving satisfaction, increasing retention, and driving ROI through thoughtful programming, operational excellence, and seamless service.The Arch in our name reflects the connections we build between people and spaces, guests and experiences, and teams and technology. Everything we do is designed to create lasting value and measurable impact.If you're looking to grow with an organization that leads in hospitality, wellness, and lifestyle services, Arch is a place to do what you love and build a career with purpose. Join the team shaping the future of the amenity experience.Job Summary:The Call Center Representative is responsible for booking appointments for services at the facility and answering questions about the services offered.Key Responsibilities:Ensures the "Arch Amenities Group Experience" for guests by maintaining the standards set in Arch Amenities Group Mission Statement/Values, Standards and Expectations, and Arch Amenities Group Brand Standards.Adheres to policies of Arch Amenities Group.Handles business transactions in connection with booking appointments for spa, salon, and fitness services.Make recommendations according to the customer's needs.Handles customer questions with the highest degree of courtesy and professionalism to resolve any customer issues with one call resolution.Makes financial decisions to protect/collect revenues and adjusts customer accounts.Maintains sales goals and objectives, including upgrades and additional services.Handles other phone calls to the facility, including routing calls to other staff members.Utilizes operational systems to book services; i.e. SpaBiz and other software.Continually maintains working knowledge of all company products, services, and promotions.Assists in training new employees when applicable.Reports any incidents or accidents to a member of the management teamOther duties as assigned.Qualifications:Previous call center experience preferred.Previous customer service experience in a 5 star hotel property preferred.Outstanding customer service skills.This position required the ability to go "above and beyond" for a guest.Ability to be able to creatively problem solve while staying within company guidelines.Ability to multitask in a fast paced environment.Proficient in MS Office applications, including Excel, Word, and Outlook.Excellent verbal and written communications skills.Detail-oriented.Good listening skills.Strong sense of responsibility and accountability.Professional and courteous at all times.Availability: Operating hours of the facility, to include nights, weekends and holidays.Sedentary Work: Exerting up to 10 pounds of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.The employee may occasionally lift and/or move up to 25 pounds.This position required the ability to reach, stand, walk, push, and pull.This position will require the following physical requirements: repetitive motions, seeing, hearing and talking.The employee will be required to operate the following tools: computer, calculator, fax machine and copier.Essential FunctionSeldomOccasionallyFrequentlyStationary Position -- Sitting or StandingXActive Position -- Walking, jogging, runningXUse of hands/fingers -- Operate, Use, Inspect, Place, Detect, Position, Prepare, activateXClimb/Balance -- Stairs, ladders, ropes, equipment, beamsXStoop/kneel/crouch or crawl -- Position self, moveXTalk/hear -- communicate, detect, converse with, discern, convey, express oneself, exchange informationXSee -- Detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, assessXCarry weight, lift -- Move, transport, position, put, install, remove -- 50 lbs or lessXCarry weight, lift -- Move, transport, position, put, install, remove -- 50 lbs or moreXExposure to -- Exposed, work around, chemicals, odors, smells, noise, indoors or outdoors, heat, cool.XDISCLAIMERThe employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Job descriptions typically change over time as requirements and employee skill levels change. Supervisors may revise and/or add duties to reflect these changes. The Employer retains the right to change or assign other duties to this position.