Certus is seeking a detail-oriented Rental Reservations Agent to join our team. In this structured call‑center environment, you will be the primary point of contact for guests, handling their reservation needs and ensuring a seamless booking experience.
What You'll Do
- Handle 40–50 inbound calls per day from guests regarding booking reservations, general questions, payments, and updates.
- Provide accurate information on availability, locations, policies, and promotions to book or service reservations.
- Navigate multiple systems simultaneously including Rental Console, LMS, SAMS, Loyalty Console, Alveria Dialer, Teams, and SharePoint.
- Deliver exceptional customer service and resolve guest concerns with professionalism.
- Achieve performance benchmarks across QA, Revenue, call handling, system accuracy, and productivity metrics.
- Participate in Gate Assessments during training with an 80% passing requirement.
- Maintain excellent written notes and system documentation.
- Meet all attendance, punctuality, and schedule requirements, including first‑90‑day restrictions.
What We're Looking For
- High School Diploma or equivalent required.
- Must be able to commit to no time off during the first 90 days.
Nice to Have
- 4–6 months of sales, customer service, call center, or related hospitality experience preferred.
- Bilingual Spanish is a major plus (eligible for $0.50/hr bilingual differential after QA approval).
- Previous work‑from‑home experience preferred.
Technical Stack
- Rental Console
- LMS
- SAMS
- Loyalty Console
- Alveria Dialer
- Teams
- SharePoint
Team & Environment
You'll be joining a structured call‑center environment focused on teamwork and achieving collective goals.
Benefits & Compensation
- Compensation: USD 16 - USD 16.5 per hour.
- Comprehensive health benefits – medical, dental and vision.
- Paid Time Off (PTO) – vacation, sick, and personal.
- Paid Holidays.
- 401K with generous company match.
- Get access to your pay as you need it with our Daily Pay benefit.
- Family benefits including pregnancy and parental leave and adoption assistance.
- Wellness Programs.
- Flexible Spending Accounts.
- Tuition Assistance.
- Military Leave.
- Employee Assistance Program (EAP).
- Life, Disability, Accident, Critical Illness & Hospital Insurance.
- Pet Insurance.
- Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.).
- Advancement & development opportunities.
- Community Involvement Programs.
Work Mode
This is a hybrid position based in Orlando, FL, or Ocoee, FL.
Westgate Resorts (Certus) is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law.
