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Customer Service Representative
1 month ago
The Reservations/Call Center Representative is a key member of our team, responsible for delivering exceptional customer experiences through clear and concise communication.
Key Responsibilities:
- Answering inbound telephone calls in a fast-paced environment, handling transactions ranging from account inquiries to complex hotel, dining, and entertainment reservations.
- Responding to inbound customer email inquiries, utilizing defined methods and verbiage.
- Leading calls with a customer-centric approach, actively listening to voice the customer.
- Ensuring customer requests for reservations and services are met and confirmed, adhering to established guidelines.
- Sensing and exploiting up-sell opportunities, attempting to cross-sell when specific requests cannot be met.
- Presenting a positive view of the Ocean Casino Resort when interacting with customers and colleagues.
- Escalating complex situations to Call Center Supervisors as needed.
- Providing Call Center Supervisors with valuable insights from customer interactions, offering suggestions to improve processes, products, or services.
Essential Functions:
- Ability to handle a high volume of repetitive customer interactions with composure and tact in a fast-paced, sales-oriented environment.
- Capacity to remain seated for extended periods, handling transactions requiring repetitive finger and wrist motion, as well as prolonged computer monitor viewing.
- Demonstrated scheduling flexibility, as required in an environment with fluctuating inbound call volume (weekend and holiday shifts may be necessary).
Requirements:
- One year or more of directly related experience in an inbound contact center.
- Effective computer skills and understanding of telephone etiquette.
- Knowledge of property management, reservations, and player tracking systems, along with proficiency in basic Windows and MS Office packages (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 (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.
