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Call Center Representative I

2 months ago

Ada, United States The Chickasaw Nation Full time

We are currently looking for a Full Time Call Center Representative I to join our WinStar Call Center U12 team located at the Ada Call Center working 10:00PM-6:30AM - Su Mo Th Fr Sa.

Summary:

Responsibilities:
* Provides first class customer service - courteous and helpful to all internal and external customer types
- Answers questions in a courteous and professional manner
- Partners with internal and external services as needed to ensure appropriate referral is made
- Greets and engages with a smile
- Determines needs, seeks positive experience and outcomes
* Completes all training and development requirements and participates in continuing education opportunities
* Works in a collaborative and supportive manner to support the productivity and safety of the work area, team members and customers of all types
- Maintains general upkeep of work area and maintains a safe environment
- Maintains and promotes professionalism
- Punctual and consistent in meeting start time, work schedule, attendance and other assigned work time metrics
- Adheres to Chickasaw Nation dress code standards
* Maintains knowledge of and follows all laws, rules, regulations, policies and SOPs for assigned area, e.g. MICS, TICS, hospital standards, health codes, food sanitation, accounting principles, etc.
* Answers the phone, transfers calls, takes messages and screens calls per guidelines for areas served
* Handles routine customer complaints and incidents, exhibiting the appropriate discretion to identify situations that require the attention of supervisory personnel
* Explains various aspects of programs, promotions, benefits, rewards and or requirements to internal and external customers, citizens, etc.
* Books guest reservations/tickets for all applicable amenities such as hotel, golf, spa, RV, concert or any other amenity using applicable systems
* Actively assist in marketing of casino, hotel, citizen, employee and or other events, promotions and activities to both internal and external customers as assigned
* Covers the reception area at all times
* Performs all other duties as assigned

Competencies:
Essential:
* Able to follow instructions, both written and oral
* Able to adhere to all scheduling and attendance requirements
* Ability to handle difficult customers and situations
* Honesty, truthfulness, reliability, accountability
* Able to read, understand and apply regulations and policies
* Knowledge of all casino promotions
* Ability to multitask
* Organizes work and assigned area logically and orderly
* Able to verbally communicate in a professional and positive manner with other team members, departments, guests and management
* Writes effective communications with team, departments, guests and management

Skills:
Essential:
* Must be familiar with the MS Office Suite of products
* Accurately type 30 words per minute

Experience:

Nonessential:
* 1 year directly related experience

Education:
Essential:
* High School, GED or Equivalent

Credentials:
Essential:
* Pass gaming background check
* Pass general background check

Working Conditions:
Essential:
* Sitting up to 75% of shift
* Standing up to 25% of shift
* Walking up to 50% of shift

Nonessential:
* Hand-held radios