Customer Service Representative
3 weeks ago
About the Role
The Reservations/Call Center Representative at Ocean Casino Resort is responsible for delivering exceptional customer experiences by providing clear information about our products and services.
Key Responsibilities:
- Answering inbound telephone calls in a fast-paced environment, handling transactions ranging from account inquiries to complex reservations.
- Responding to customer email inquiries using defined methods and verbiage.
- Leading calls by actively listening to customers and addressing their needs.
- Ensuring customer requests for reservations and services are met and confirmed within established guidelines.
- Identifying and exploiting up-sell opportunities, and cross-selling when necessary.
- Promoting a positive image of Ocean Casino Resort when interacting with customers and colleagues.
- Escalating complex situations to Call Center Supervisors as needed.
- Providing valuable insights to Call Center Supervisors to improve processes, products, and services.
Essential Functions:
- Ability to handle a high volume of customer interactions with composure and tact.
- Capacity to remain seated for extended periods, handling transactions that require repetitive finger and wrist motion.
- Flexibility to adapt to fluctuating call volumes and schedules.
Requirements:
- One year or more of experience in an inbound contact center.
- Effective computer skills and understanding of telephone etiquette.
- Knowledge of property management, reservations, and player tracking systems is a plus.
- Strong verbal communication skills.
- Experience handling customer calls in a sales-oriented environment.
- Ability to communicate effectively in English.
Benefits:
- Free meal on shift.
- Training and Development.
- Health Care Plan (Medical, Dental, and Vision).
- Retirement Plan (401k).
- Life Insurance (Basic, Voluntary, and AD&D).
- Paid Time Off.
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