Reservations/Call Center Representative- Full-Time

4 weeks ago

Atlantic City, United States Ocean Casino Resort Full time
About the Role

The Reservations/Call Center Representative is responsible for providing customers with a clear picture of Ocean Casino Resort products and services.

Position Responsibilities
  • Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, events, transportation and entertainment reservations.
  • Responding to inbound customer e-mail inquiries, using methods and verbiage defined by management
  • Always leading the call without failing to listen to the voice of the customer
  • Ensuring that customer requests for reservations and other services are met and confirmed; within the guidelines established by management
  • Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met
  • Presenting, at all times, a positive view of the Ocean Casino Resort when interacting with customers and fellow employees
  • Escalating difficult and complex situations to Call Center Supervisors as they arise
  • Provide Call Center Supervisors with important observations pulled from many customer interactions, offering suggestions to improve process, product or service offerings
  • Performs all other related and compatible duties as assigned
Essential Functions
  • 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, sales-oriented environment
  • Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (key board data entry) as well as prolonged viewing of data on a computer monitor
  • Must demonstrate scheduling flexibility, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required)
Requirements
  • One year or more of directly related experience in an inbound contact center
  • Effective, demonstrable computer skills (beyond basic key boarding) and understanding of telephone etiquette
  • Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, ACSC) along with proficiency in basic Windows and MS Office packages are considered a plus
  • Strong verbal communication skills
  • Experience handling customer calls in a sales-oriented inbound environment
  • Experience handling reservations or in the casino / hospitality industry is considered a plus
  • Ability to effectively communicate in English
Benefits
  • Free meal on shift
  • Training & Development
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k,)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off

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