Customer Service Representative
5 days ago
We are seeking a highly skilled and customer-focused Call Center Representative to join our team at Spokane Tribe Casino. As a key member of our customer service team, you will be responsible for providing exceptional service to our guests, answering phone calls, and resolving issues in a timely and professional manner.
Key Responsibilities- Answer phone calls and respond to guest inquiries in a courteous and professional manner.
- Provide accurate and timely information about our resort and casino services.
- Resolve guest complaints and issues in a fair and efficient manner.
- Use our guest database to record activities and research product information.
- Escalate complex issues to supervisor as needed.
- Maintain a neat and clean appearance at all times.
- Respond to all email and text requests promptly and appropriately.
- Mails out information as requested.
- Demonstrate and provide outstanding guest and team member relations at all times.
- Participate in training and other learning opportunities to expand knowledge of company and position.
- Comply with all policies and procedures set forth by STRC and hotel management.
- Participate in the resolution of disputes and notifies the supervisor when necessary.
- Exemplify STRC's guest service standards and expectations.
- Understand and adhere to all regulatory, Tribal, Casino, and Hotel department rules, regulations, policies, and procedures.
- Must be at least eighteen (18) years of age.
- One (1) year guest service experience. Casino or hospitality preferred.
- Proficient in using Microsoft Office Suite applications and Lodging Management/Reservation Systems.
- Excellent communication skills. Read, write and speak English fluently.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong interpersonal and guest service skills.
- Schedule flexibility must be willing and able to work all shifts, nights, overnights, weekends and holidays.
The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job.
- Must be able to physically access all areas of the property and drive areas with or without reasonable accommodation.
- Maintain composure under pressure and consistently meet deadlines with internal and external guests and contacts.
- Frequently sit or stand; walk; use hands to finger; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions. Lift, move, push, or pull up to 30+ pounds. Specific vision abilities required by this position include close vision, distance vision, depth perception, and the ability to adjust to focus.
- Work in a fast-paced, time-demanding, and busy environment.
- Primarily indoors and may be exposed to heavy smoke and fluctuations in temperature while in and around the Casino and/or Hotel. May also, from time-to-time be exposed to noise from slot machines, guests, music, and public announcement system, as is common in a Casino and/or Hotel environment.
In addition to the other duties described herein, each team member has the following responsibilities related to compliance with laws and regulations:
- Employment is contingent on receiving and maintaining adequate licensing, including any required gaming license.
- Attend required training sessions offered by Spokane Tribe Resort & Casino.
- Perform the duties described in compliance with local laws and regulations.
- Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Casino.
- Take the necessary steps to ensure minors are not encouraged or permitted to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco products.
- Refer to the Internal Control System and Policy Manuals for guidance.
- Take the appropriate steps to report exceptions, fraud, acts of wrongdoing, and potential violations of regulations or internal controls to the appropriate levels of management.
- Uphold high standards of ethical behavior and uphold a high level of confidentiality.
- Demonstrate an understanding of the impacts of problem gambling and have knowledge of the Casino's programs to address problem gambling.
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