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Representative / Call Center Lead Agent

3 months ago

Dover, Delaware, United States Bally's Dover Full time
Primary ResponsibilitiesAssumes role of Reservation Sales Agent
Monitors the number of calls in que to minimize the number of abandoned calls
May assist with scheduling and coordinating break schedule for Agents
Observes Agent performance providing timely & effective feedback
Displays fair treatment with respect to agent feedback and produce documentation as necessary
Mentors Agents assisting in their professional development and growth
Adheres to department, property policies and procedures
Processes credit card authorization forms
Assists with training new agents when needed
Accepts and services all incoming inquiries related to room reservations and other ancillary outlets in the resort.
Delivers a customized reservation and customer service experience to those inquiring to book, modify or cancel lodging and activity reservations.
Provide detailed information of resort rooms, activities, amenities and rate packages
Effective handling of multiple hotels content and related systems including PMSs and CRSs
Monitors all internet channels when manager or supervisor are not present
Checks 3rd party Confirms and charges when needed
Provides support to Reservation/PBX staff in the guest problem resolution process
Responsible for communicating in a professional manner and on a continual basis, both verbally and in writing, with subordinates as well as the Manager and Director of Contact Center
Must Have Personal QualificationsThe desired candidate will have a high school diploma, GED or equivalent experience required
Must present an overall professional experience and lead by example
Enjoys presentation of products, services, and a general interest in destination travel
Previous customer service experience preferred
Superior customer service mentality and strong attention to detail
Ability to thrive on continuous progress in a high volume, fast pace, sales focused environment
Ability to multi-task
Ability to work well with others, in a manner that shows sensitivity, tact, and professionalism
Excellent communication skills in English (verbal and written) required
Must have a flexible work schedule with the ability to work evenings, weekends and holidays as scheduled
Ability to follow and implement instructions
Strong listening and Problem-Solving skills
Proficiency in typing
Conveys information, both written and verbal, that is clear, precise, and understood by others
Thrives in a competitive environment that celebrates individual and team successes Source: Hospitality Online