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Customer Service and Reservations Specialist
2 months ago
The Customer Service and Reservations Specialist plays a vital role in delivering exceptional service to clients by effectively communicating the offerings of Ocean Casino Resort.
Key Responsibilities
- Manage incoming calls in a dynamic environment, addressing a variety of inquiries from account questions to intricate reservations for accommodations, dining, events, and entertainment.
- Respond to customer email inquiries using established guidelines and professional language.
- Lead conversations while actively listening to customer needs and preferences.
- Ensure customer requests for reservations and services are fulfilled and confirmed in accordance with management protocols.
- Identify and leverage up-sell opportunities, while also cross-selling alternative options when specific requests cannot be accommodated.
- Maintain a positive representation of Ocean Casino Resort during all customer interactions.
- Escalate complex issues to Call Center Supervisors as necessary.
- Provide valuable feedback to Call Center Supervisors based on customer interactions to enhance processes and service offerings.
- Perform additional related duties as assigned.
Essential Skills
- Ability to manage a high volume of customer interactions with professionalism and composure in a fast-paced, sales-driven environment.
- Capability to remain seated for extended periods while performing repetitive tasks, including data entry and prolonged computer use.
- Flexibility in scheduling to accommodate varying call volumes, including potential weekend and holiday shifts.
Qualifications
- A minimum of one year of relevant experience in an inbound contact center.
- Proficient computer skills beyond basic typing, with a solid understanding of telephone etiquette.
- Familiarity with property management and reservation systems, as well as proficiency in Microsoft Office applications, is advantageous.
- Strong verbal communication abilities.
- Experience in a sales-oriented inbound call environment is preferred.
- Background in handling reservations or experience in the hospitality sector is a plus.
- Proficient communication skills in English are required.
Perks
- Complimentary meal during shifts.
- Opportunities for training and professional development.