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Customer Service and Reservations Specialist
2 months ago
Position Overview
The Customer Service and Reservations Specialist plays a crucial role in delivering a comprehensive understanding of the offerings at Ocean Casino Resort.
Key Responsibilities
1. Manage incoming calls in a dynamic environment, addressing a variety of inquiries ranging from account questions to intricate reservations for accommodations, dining, events, transportation, and entertainment.
2. Respond to customer email inquiries using approved communication methods and language.
3. Maintain a customer-centric approach throughout all interactions, ensuring that the customer's voice is always heard.
4. Confirm and fulfill customer requests for reservations and services in accordance with established guidelines.
5. Identify and leverage upselling opportunities where suitable, and cross-sell alternative options when specific requests cannot be accommodated.
6. Uphold a positive representation of Ocean Casino Resort in all customer and colleague interactions.
7. Escalate complex issues to Call Center Supervisors as necessary.
8. Provide valuable insights to Call Center Supervisors based on customer interactions, suggesting enhancements to processes, products, or services.
9. Perform additional related duties as assigned.
Essential Functions
1. Must effectively manage a high volume of repetitive customer interactions via telephone in a fast-paced, sales-driven environment.
2. Ability to remain seated for extended periods while engaging in repetitive data entry and prolonged screen time.
3. Demonstrate flexibility in scheduling to accommodate varying call volumes, including potential weekend and holiday shifts.
Qualifications
1. Minimum of one year of relevant experience in an inbound contact center.
2. Proficient computer skills, with a solid understanding of telephone etiquette.
3. Familiarity with property management, reservation, and player tracking systems, along with proficiency in Windows and MS Office applications, is advantageous.
4. Strong verbal communication abilities.
5. Experience in a sales-oriented inbound call environment is preferred.
6. Background in handling reservations or experience in the hospitality or casino industry is a plus.
7. Ability to communicate effectively in English.
Benefits
- Complimentary meal during shifts.
- Opportunities for training and professional development.
