Call Center Representative

3 months ago

Airway Heights, United States Spokane Tribe Casino Full time
POSITION SUMMARY

Responsible for answering phones, making reservations, and providing property or similar information in a courteous manner, directing individuals to the correct department/individual, and answering any property information questions.
ESSENTIAL DUTIES AND RESPONSIBILITIES

The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for specific positions.
  • Receives calls and provides all Resort and Casino property information.
  • Answer phones within the prescribed time, and processes phone calls promptly and courteously.
  • Engages in active listening with callers, confirming or clarifying information, and diffusing conflicted or disgruntled guests, as needed.
  • Analyzes guests' service needs and refers to other service or technical departments for follow-up as needed.
  • Resolves routine problems and communications solutions or requested information to the guest.
  • Uses guest database to record activities and research product information.
  • Escalates complex issues to supervisor.
  • Presents oneself in a neat and clean appearance at all times.
  • Responds to all email and text requests promptly and appropriately.
  • Mails out information as requested.
  • Demonstrates and provides outstanding guest and team member relations at all times.
  • Participates in training and other learning opportunities to expand knowledge of company and position.
  • Complies with all policies and procedures set forth by STRC and hotel management.
  • Participates in the resolution of disputes and notifies the supervisor when necessary.
  • Exemplifies STRC's guest service standards and expectations.
  • Understands and adheres to all regulatory, Tribal, Casino, and Hotel department rules, regulations, policies, and procedures.
  • Perform all other duties as assigned.
GENERAL CONDITIONS
  • Must have the ability to adapt to different situations and change in work processes to accommodate guest needs.
  • Demonstrate the ability to take constructive feedback.
  • Excellent communication skills both written and verbal. Read, write, and speak English fluently.
  • Strong understanding of proper business etiquette and interactions.
  • Demonstrate excellent listening skills to ensure meeting guests' needs. Interact appropriately and effectively with guests, management, other team members, and outside contacts.
JOB QUALIFICATIONS
  • Must be at least eighteen (18) years of age.
  • One (1) year guest service experience. Casino or hospitality preferred.
  • Proficient in using Microsoft Office Suite applications and Lodging Management/Reservation Systems.
  • Excellent communication skills. Read, write and speak English fluently.
  • Excellent organizational skills and attention to detail.
  • Strong analytical and problem-solving skills.
  • Strong interpersonal and guest service skills
  • Schedule flexibility must be willing and able to work all shifts, nights, overnights, weekends and holidays.
WORK ENVIRONMENT and PHYSICAL REQUIREMENTS

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job.

Must be able to:
  • Physically access all areas of the property and drive areas with or without reasonable accommodation.
  • Maintain composure under pressure and consistently meet deadlines with internal and external guests and contacts.
  • Frequently sit or stand; walk; use hands to finger; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions. Lift, move, push, or pull up to 30+ pounds. Specific vision abilities required by this position include close vision, distance vision, depth perception, and the ability to adjust to focus.
  • Work in a fast-paced, time-demanding, and busy environment.
  • Primarily indoors and may be exposed to heavy smoke and fluctuations in temperature while in and around the Casino and/or Hotel. May also, from time-to-time be exposed to noise from slot machines, guests, music, and public announcement system, as is common in a Casino and/or Hotel environment.
REGULATORY AND COMPLIANCE RESPONSIBILITIES

In addition to the other duties described herein, each team member has the following responsibilities related to compliance with laws and regulations:
  • Employment is contingent on receiving and maintaining adequate licensing, including any required gaming license.
  • Attend required training sessions offered by Spokane Tribe Resort & Casino.
  • Perform the duties described in compliance with local laws and regulations.
  • Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Casino.
  • Take the necessary steps to ensure minors are not encouraged or permitted to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco products.
  • Refer to the Internal Control System and Policy Manuals for guidance.
  • Take the appropriate steps to report exceptions, fraud, acts of wrongdoing, and potential violations of regulations or internal controls to the appropriate levels of management.
  • Uphold high standards of ethical behavior and uphold a high level of confidentiality.
  • Demonstrate an understanding of the impacts of problem gambling and have knowledge of the Casino's programs to address problem gambling.

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