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Customer Service Representative
2 months ago
The Reservations and Call Center Representative is a key member of our Ocean Casino Resort team, responsible for delivering exceptional customer experiences and promoting our products and services.
Key Responsibilities- Answering inbound calls in a fast-paced, sales-oriented environment, handling transactions ranging from account inquiries to complex reservations and requests.
- Responding to customer inquiries via email, using established methods and verbiage.
- Providing clear and concise information to customers, ensuring their requests are met and confirmed within established guidelines.
- Sensing and exploiting up-sell opportunities, while attempting to cross-sell when specific requests cannot be met.
- Presenting a positive view of Ocean Casino Resort at all times, interacting with customers and fellow employees in a professional and courteous manner.
- Escalating difficult situations to Call Center Supervisors as needed, providing valuable insights and suggestions to improve processes and services.
- Performing other related duties as assigned.
- Ability to handle a high volume of repetitive customer interactions with composure and tact.
- Capacity to remain seated for extended periods, handling transactions requiring repetitive finger and wrist motion, as well as prolonged viewing of data on a computer monitor.
- Demonstrated scheduling flexibility, with the ability to work weekend and vacation shifts as required.
- One year or more of directly related experience in an inbound contact center.
- Effective computer skills, including proficiency in basic Windows and MS Office packages.
- Knowledge of property management, reservations, and player tracking systems, such as LMS, ARTS, and ACSC.
- Strong verbal communication skills and experience handling customer calls in a sales-oriented environment.
- Ability to effectively communicate in English.
- Free meal on shift.
- Training and Development opportunities.
- Health Care Plan (Medical, Dental, and Vision).
- Retirement Plan (401k).
- Life Insurance (Basic, Voluntary, and AD&D).
- Paid Time Off.
