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Marketing Call Center Agent

2 months ago

Cass Lake, Minnesota, United States Leech Lake Gaming Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Leech Lake Gaming. As a key member of our customer service team, you will be responsible for providing exceptional service to our guests, resolving issues, and ensuring a positive experience for all who interact with us.

Key Responsibilities
  • Manage Incoming Calls: Respond to and resolve customer inquiries and issues in a timely and professional manner.
  • Follow Communication Scripts: Adhere to established communication protocols to ensure consistency and accuracy in customer interactions.
  • Booking and Sales: Process hotel room reservations, upsell opportunities, and execute event and concert ticket sales.
  • Event Coordination: Coordinate RSVPs for marketing functions and confirm requests for direct mail comped tickets.
  • Issue Resolution: Communicate with management regarding issues and resolve customer complaints in a fair and timely manner.
  • Knowledge and Promotions: Correctly answer questions regarding current and upcoming promotions and events.
  • Call Log and Meetings: Maintain a weekly call log and attend all mandatory meetings and training sessions.
  • Confidentiality and Culture: Maintain confidentiality at all times and be sensitive to Native American culture.
  • Regulatory Compliance: Operate within the parameters of the Leech Lake Gaming Human Resource Policy, Departmental Policy Manual, and all Tribal Internal Controls (TICs), and all other applicable regulations.
  • Asset Security: Secure the assets of Leech Lake Gaming and the Leech Lake Band of Ojibwe.
Requirements
  • Strong Communication Skills: Possess strong phone and verbal communication skills, along with active listening.
  • Guest Service Focus: Demonstrate a guest service focus and ability to adapt to different personality types.
  • Multi-Tasking: Possess great multi-tasking skills.
  • Written Communication: Possess good written communication skills.
  • Flexibility: Ability to work flexible schedules, including weekends, holidays, and rotating shifts.
Physical Requirements
  • Sitting for Long Periods: Physically capable of sitting for long periods of time.
  • Internal Working Conditions: Subject to internal working conditions, including a smoking environment.
Education and Skills
  • High School Graduate or GED: High school graduate or general education degree (GED).
  • Experience: No experience required, though hotel, sales, and receptionist skills would be preferred.
  • Computer Skills: Must have strong computer skills.
  • Certificates and Licenses: Must meet Tribal/State compact licensing requirements, pass a criminal background check, and submit to drug testing.