Job Details
About the Role
The Reservations/Call Center Representative is responsible for providing customers with a clear picture of Ocean Casino Resort products and services.
Position Responsibilities
- Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, events, transportation and entertainment reservations.
- Responding to inbound customer e-mail inquiries, using methods and verbiage defined by management
- Always leading the call without failing to listen to the voice of the customer
- Ensuring that customer requests for reservations and other services are met and confirmed; within the guidelines established by management
- Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met
- Presenting, at all times, a positive view of the Ocean Casino Resort when interacting with customers and fellow employees
- Escalating difficult and complex situations to Call Center Supervisors as they arise
- Provide Call Center Supervisors with important observations pulled from many customer interactions, offering suggestions to improve process, product or service offerings
- Performs all other related and compatible duties as assigned
Essential Functions - Must be prepared and able to handle, with composure and tact, a high volume of repetitive customer interactions over the telephone in a fast paced, sales-oriented environment
- Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (key board data entry) as well as prolonged viewing of data on a computer monitor
- Must demonstrate scheduling flexibility, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required)
Requirements - One year or more of directly related experience in an inbound contact center
- Effective, demonstrable computer skills (beyond basic key boarding) and understanding of telephone etiquette
- Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, ACSC) along with proficiency in basic Windows and MS Office packages are considered a plus
- Strong verbal communication skills
- Experience handling customer calls in a sales-oriented inbound environment
- Experience handling reservations or in the casino / hospitality industry is considered a plus
- Ability to effectively communicate in English
Benefits - Free meal on shift
- Training & Development
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k,)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off