Managed Call Center

We are looking for a Managed Call Center Specialist to support hospitality clients by coordinating lodging arrangements and delivering responsive service from our Kentucky office. This contract position with permanent potential is ideal for someone who can balance speed, accuracy, and sound judgment while managing reservation requests within client travel guidelines. The person in this role will work closely with operations leadership and internal partners to resolve booking needs, maintain service quality, and create a positive customer experience.

We have 5 open positions with a variety of shifts.

Responsibilities:

• Coordinate hotel booking requests, typically covering short stays, and ensure each reservation is completed accurately and on time.

• Review client travel parameters such as budget limits, preferred properties, mileage expectations, and authorized requester rules when securing accommodations.

• Monitor incoming calls, emails, and internal messages, then respond promptly with clear updates and completed booking information.

• Follow up with customers on incomplete or pending requests before arrival dates to prevent service gaps and confirm final travel details.

• Address reservation changes such as extensions, early checkouts, and other booking adjustments by working directly with clients and hotel contacts.

• Apply practical decision-making to identify lodging options that satisfy both customer expectations and business cost objectives.

• Enter reservation details into internal systems with a high degree of accuracy and maintain organized records for each request.

• Partner with account teams and hotel network contacts to recognize commonly used properties and increase use of preferred hotel options.

• Participate in assigned training sessions, team meetings, and additional tasks that support daily operations and service performance.

Qualifications:

• Experience in customer service, reservations, call center support, or a similar client-facing role.
• Strong written and verbal communication skills, including clear and effective email and phone correspondence.
• Ability to manage multiple browser windows and systems efficiently while handling active customer requests.
• Proven attention to detail with the ability to process bookings and updates accurately under deadlines.
• Sound problem-solving skills and good judgment when resolving reservation issues or connectivity-related challenges.
• Comfortable working in an office environment and collaborating with supervisors, team leads, and cross-functional partners.
• Knowledge of hospitality, hotel booking practices, or travel-related services is preferred.
• Ability to learn new processes quickly and provide a high standard of service in a fast-paced setting.

Compensation

$16.35-$16.35 Hourly

About Us

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