Contact Center Representative- Bilingual: Spanish

3 months ago

Hanover, United States Live! Casino and Hotel Maryland Full time

Overview:

Why We Need Your Talents:

?

The overall goal of the Contact Center Representative is to ensure all communications (digital and audio) are handled in a timely, professional, and courteous manner while providing quality services?to both guests and team members.

Compensation: $17.50/hr

Fully On Site

Priority staffing: Various shifts available.

Must Have Weekend Avaliability

Responsibilities:

Where You'll Make an Impact:

  • Curating an exceptional guest experience for our internal and external guests alike.
  • Handle incoming digital and audio interactions (chats, emails, SMS, voicemails, etc) as needed or directed.
  • Master opportunities to upsell services and accommodations according to brand standards.
  • Follow up with guests as needed or directed and help bring closure to any outstanding issues.
  • Ability to deescalate issues in a calm and professional manner.
  • Route calls to the appropriate person/department.
  • Always maintain guest confidentiality when reviewing information.
  • Promote a positive and productive environment within the department.
  • Provide concierge type services to VIP guests for invite only and complimentary events.
  • Communicate open work orders affecting in-house guests to the appropriate departments.
  • Maintain knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
  • Maintain full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service.
  • Maintain knowledge and skill levels on property specific systems including but not limited to: HMS, Loyalty, QCI, Hotsos, Opentable, Talkdesk, Mitel, In Moment, etc.
  • Other related duties as assigned.


Qualifications:

Skills to Help You Succeed:

  • Impeccable service and conflict resolution skills.
  • Effective salesmanship skills.
  • Strong computer literacy skills.
  • Strong communication and organizational skills.
  • Effective prioritization skills.
  • Reliable ownership and follow through skills.
  • Ability to provide a luxury experience while engaging in every conversation with Team Members and guests.
  • Ability to communicate effectively in one-on-one, small group, and large group situations.
  • Ability to read, write and communicate verbally in English and Spanish.
  • Ability to apply common sense reasoning to service related scenarios.
  • Ability to show up on time and ready to work at your station.
  • Being a team player- someone who cares about the success of their team
  • Ability to type quickly and accurately on a computer keyboard
  • Multi-tasking with accuracy

Must-Haves:

  • Education:? A high school diploma or GED equivalent
  • Must be able to speak, write, and comprehend spanish fluently
  • Exceptional guest service attitude
  • Experience: One (1) year experience in telephone operations or switchboard operations or Hotel operations.
  • Must be able to comply with all state gaming regulations, which may include obtaining a license.

Physical Requirements:

  • Ability to use hands and fingers to handle and feel.
  • Ability to frequently talk, hear, walk, and sit.
  • Ability to occasionally use hands and arms to reach, legs and feet to balance, stoop, kneel or crouch.
  • Ability to stay in a seated position for up to an 8 hour shift.
  • Ability to regularly lift and/or move up to 5 pounds and infrequently lift and/or move up to 10 pounds.
  • Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials.?


What We Offer:

Perks We Offer You

  • Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents
  • Generous retirement savings options are available.?
  • Free uniforms
  • Free parking
  • Discounted meals
  • Service and Attendance bonuses
  • Tuition reimbursement
  • Discounts on hotels, theme parks, travel, and more

Life at Live

  • 24/7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
  • Casino is over 100,000 square feet and requires the ability and energy to move about it with a true sense of urgency
  • Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
  • You will work in an environment where smoking is allowed

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