Customer Service Team Lead

1 week ago


Las Vegas, Nevada, United States Wynn Resorts Full time

Job Summary: We are seeking a highly skilled Customer Service Team Lead - Telecom to join our team at Wynn Resorts. As a key member of our Service Call Center, you will be responsible for overseeing the daily operation, providing support to the Service Manager, and ensuring excellent customer service performance expectations are met or exceeded.

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About The Role: In this role, you will assist in resolving guest service issues, monitor incoming call volumes, maintain time and attendance records, conduct employee performance evaluations, respond to emergencies, and notify appropriate departments. You will also complete Telecom Convention billing and assist with the compilation of CMS reports.

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Key Responsibilities:

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  • Providing operational guidance and support to the Service Manager and team members.

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  • Assisting in the prompt resolution of any guest service issues.

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  • Monitoring incoming call volumes, training, and maintaining time and attendance records.

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  • Conducting employee performance evaluations and responding to emergencies.

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  • Completing Telecom Convention billing and assisting with the compilation of CMS reports.

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  • Maintaining accurate records and updating databases.

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Requirements:

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  • High school diploma or equivalent required; degree in business administration, hospitality management, or related field preferred.

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  • Proficiency with MS Office applications, including Excel, Word, and PowerPoint.

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  • A minimum of two years of experience in customer-facing roles, preferably in a call center environment, with at least one year of supervisory experience.

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  • Excellent problem-solving, communication, and leadership skills, with ability to work effectively in a fast-paced environment.

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  • Familiarity with CRM software and data analysis tools a plus.

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Salary: $65,000 - $85,000 per annum, depending on experience, plus comprehensive benefits package including health insurance, retirement savings plan, paid time off, and more.

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About Our Benefits: At Wynn Resorts, we offer a competitive salary, comprehensive benefits package, and opportunities for career advancement. Our employees enjoy a range of perks, including discounts on hotel stays, dining, and entertainment, as well as access to exclusive events and experiences.

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How to Apply: If you're a motivated individual with a passion for delivering exceptional customer service, please submit your application, including your resume and cover letter, to us. We look forward to hearing from you



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