Representative - Call Center Lead Agent

2 weeks ago

Dover, United States Bally's Corporation Full time
Primary Responsibilities:

  • Assumes 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 Qualifications:
  • The 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

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