Call Center Representative

Position Summary: 

Processes incoming phone calls and performs general clerical tasks for area of assignment. Provides information to callers about special event invitations, tournaments, concerts, and other promotional inquiries.

Essential Job Functions:

• Serves as a first point of contact for internal and external guests.
• Greets and aids department guests.
• Operates phone console equipment. 
• Answers and directs incoming calls to appropriate individuals and/or departments.
• Responds to inquiries and provides guest service to guests, employees, and other internal and external parties.
• Receives inbound calls and supplies accurate information to callers concerning special events and property information, while managing the length of telephone conversations.
• Check appropriate guest accounts and enter information into spreadsheets and other databases.
• Stays current with information such as casino amenities, gaming offerings, special events, tournaments, concerts, and other promotional activities.
• Establishing and maintaining effective working relationships with others.
• Organizing and prioritizing duties.
• Assist with Front Desk operations, as needed (if qualified).

Minimum Qualifications:

• High School Diploma or equivalent, and two (2) years high volume receptionist experience in an environment where data entry and clerical functions were also required responsibilities or equivalent combination of education, training, and experience.
• Clear understanding of receptionist principles, policies, and procedures.

Preferred Qualifications:

• Knowledge with telephones.
• Outstanding customer service standards and telephone etiquette.
• Knowledge of general office processes, procedures, and equipment.
• Standard computer software applications, including, but not limited to 3CX, Versa, CMP, and MS Office.
• Knowledge of the casino gaming system and how to evaluate guest level of play.
• Knowledge of special events and promotions.

License Requirements:

• Class II Gaming License

Physical/Mental Requirements: (*Constantly, Frequently, Occasionally)

• Constantly watching, speaking, hearing, sitting and standing,
• Frequently reading, writing, typing, stooping, using hands/fingers, handle objects, tools or controls
• Occasionally lifting, carrying, pushing and pulling

Working Conditions:

Mainly indoors, exposure to smoke, noise, odors and possibly unruly patrons/employees.