Call Center Representative

The Call Center Representative is responsible for proactively engaging casino guests through outbound telephone outreach to strengthen guest relationships, gather meaningful feedback, and encourage return visits to Acorn Ridge Casino. This position serves as an ambassador for the property by creating positive interactions, identifying guest concerns, promoting current offerings, and providing valuable insights that improve the overall guest experience. Unlike a traditional call center role focused solely on sales, this position emphasizes relationship building, guest satisfaction, and player reactivation.

Required Qualifications

• High school diploma or GED.

• Customer service, hospitality, or call center experience preferred.

• Excellent verbal communication and active listening skills.

• Basic computer proficiency and data entry skills.

• Strong organization and time management.

• Ability to work independently.

Preferred Qualifications

• Casino or hospitality experience.

• Experience using CRM/player tracking systems.

• Bilingual skills are a plus.

Knowledge, Skills, and Abilities

• Excellent interpersonal and communication skills.

• Professional and positive attitude.

• Problem-solving ability.

• Attention to detail.

• Self-motivated and dependable.

• Ability to maintain confidentiality.

Education and Experience

• High school diploma or GED.

Employment Disclaimer

Nothing in this job description alters the at-will nature of employment or creates a contract of employment. Acorn Ridge Casino reserves the right to modify, revoke, or change this job description at any time.

Must be 21-yrs or older to work at Acorn Ridge Casino.

Essential Duties and Responsibilities

• Conduct approximately 500 or more outbound guest calls each week using company-provided call lists.

• Initiate friendly, professional conversations with inactive or infrequent guests.

• Identify barriers to visitation including customer service concerns, gaming preferences, promotions, dining, hotel, entertainment, and competitive casino visitation.

• Promote casino promotions, events, hotel packages, dining experiences, and amenities.

• Accurately document guest interactions in the CRM/player tracking system.

• Update guest contact information as needed.

• Escalate guest complaints and service recovery opportunities.

• Maintain confidentiality and comply with all applicable regulations.

• Meet established productivity and quality standards.

• Perform other duties as assigned.

Performance Expectations

• Complete 500 outbound calls per week.

• Meet daily outreach goals.

• Maintain accurate call documentation.

• Deliver exceptional customer service.

• Collect actionable guest feedback.

• Support player reactivation and retention.