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Representative - Call Center Agent

5 months ago

Dover, Delaware, United States Bally's Dover Full time
Major FocusTo ensure all hotel room reservations for Bally Corp. are handled in a professional and courteous manor.Essential FunctionsCustomizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile.
Ability to lead the call without impacting actually listening to the voice of the customer.
Ability to quickly and accurately input information into various systems.
Seeks and acts upon opportunities to up-sell accommodations.
Maintains guest confidentiality at all times when reviewing information.
Registers guests in player tracking software for select invitational events.
Effectively deal with job stress, angry callers and upset customers. Understand the impact of voice tone when speaking with guests.
Follows department standards and sequence of service. Participates in shop reports, and makes adjustments based on feedback from supervisor or manager.
Must have a clear speaking voice, be comfortable with phone work and date entry.
Needs to be able to type information into computer while speaking to customer on the phone.
Promotes positive and productive motivation within the department.
Respond to all guest inquiries professionally, courteously and promptly.
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 environment. Always keep a smile in voice.
Will handle hotel room reservations and casino offers. Handles additional offers for special events as required.
Handles guest room deposits via credit cards that are placed on reservations.
Maintains knowledge and ability to multi-task multiple systems to include but not limited to hotel property management systems, central reservations systems, revenue management systems, and call center systems.
Utilizes Microsoft Office suite programs. i.e. Microsoft Office products, Excel, Word, Outlook etc.
Assists with overflow calls from other properties as required.
Maintains an effective and professional manner with all customers.
Performs filing assignments as directed.
Works safely, following all established safety rules and regulations.
Communicates effectively with co-workers, supervisors and guests.
Follows all relevant policies and procedures.
Additional FunctionsPerforms other duties as assigned.Requirements/EducationHigh school diploma, GED or equivalent work experience required.
Strong computer literacy skills.
Must have excellent written and oral English communication skills, and telephone etiquette skills.
Prior call center or customer service experience preferred.
Must possess excellent hospitality and guest relations skills.
Must be able to report to work on time as scheduled.
Must be proactive and work well under pressure in a fast paced environment.
Must be able to respond calmly and make rational decisions when handling guest conflicts.
Must have outstanding coordination and organizational skills with the ability to multi-task.
Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist (keyboard date entry) as well as prolonged viewing of data on a computer monitor.
Must be able to work a varied shift schedule, including weekends and holidays.
Must present an overall professional appearance and report to work in appropriate attire
Must have the ability to work well with fellow employees – must be a team player.
The Above Description Denotes Some Of The Specific Characteristics Which Are Necessary To Perform The Principal Functions Of The Job And Are Not Intended To Be A Description Of All The Work Requirements That May Be Inherent In The Position.

Bally's Dover Is An Equal Opportunity Employer.Addendum To Job Description

These are physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or associate from the position. Upon request for a reasonable accommodation, the Company will review for reasonableness, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.


Physical Requirements

X

Seeing

Pushing / Pulling

Bend, stoop, kneel


X

Color Perception (Red /Green)

Climb, Ascend, Descend Stairs

Other (Specify: )


X

Hearing / Listening

Lift ( pounds)


X

Clear Speech

Carry ( pounds)


X

Touching

Drive (local / long distance)


X

Dexterity

Ability to Move Distances


X

Hand

Ability to Mount / Dismount (Forklift / Truck)


X

Finger

X

Ability to Sit / Stand for extended periods


Mental / Reasoning Requirements

X

Reading – Simple

X

Writing – Simple

X

Analysis / Comprehension


Reading – Complex

Writing – Complex

X

Judgment / Decision Making


X

Clerical

X

Basic Math Skills


Work Environment

X

Shift Work

Outside

Pressurized Equipment


X

Works Alone

Extreme Heat

Moving Objects


X

Works with Others

Extreme Cold

High Places


X

Verbal Contact with Others

Noise

Fumes / Odors


X

Face-to-Face Contact

Mechanical Equipment

Hazardous Materials


X

Inside

Electrical Equipment

Dirt / Dust


Disclaimer

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

Source: Hospitality Online