Customer Service Representative

5 days ago

Airway Heights, Washington, United States Spokane Tribe Casino Full time
Job Summary

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.
Requirements
  • 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.
Work Environment and Physical Requirements

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.
Regulatory and Compliance Responsibilities

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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