Contact Center Representative

SUMMARY:

Responsible for making reservations and handling guest inquiries across multiple channels in the casino’s Contact Center, in accordance with established policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Handles guest service inquires received through various contact channels, including letters, phone, email, social media, web, surveys and chat.
• Responds to guest request for hotel, dining, promotional, entertainment and poker room reservations, answers guest questions and inquiries, in a calm, prompt, courteous manner.
• Makes outbound calls as directed to help stimulate response for targeted Marketing efforts.
• Makes guest hotel, dining, promotional and entertainment reservations in the property’s computer system.
• Seeks to achieve individual key performance indicator and department goals while maintaining maximum level of service.
• Promotes positive, productive motivation within the department.
• Maintains a working knowledge of casino facilities, amenities, and room types as well as current and upcoming casino and local special events.
• Maintains a working knowledge of property emergency procedures and report emergencies to Management as needed.
• Contacts in-house Security and Emergency Medical Technicians as needed.
• Performs data entry tasks, as needed.
• Ensures a maximum level of guest service and satisfaction is achieved and maintained.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

Promotes the following within the department and among all employees:

• Creates an atmosphere of fun for all casino guests.
• Encourages mutual respect, dignity and integrity with all employees, by setting positive examples at all times.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or GED preferred. One (1) year related experience preferred.

SPECIAL QUALIFICATIONS:

Must possess excellent communications skills and organizational skills. Proficient with computers and able to work with multiple software packages.

This position requires a Level 4 Gaming License.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to apply common sense reasoning to variety of situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is also regularly required to stand, walk, sit and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl.

Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. When on the casino floor, the noise level increases to loud. A casino environment is typically smoky.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.