Customer Service Specialist

2 weeks ago


New York, New York, United States Ocean Casino Resort Full time

Overview of the Position

The Customer Service Specialist for Reservations plays a crucial role in providing customers with comprehensive information regarding the offerings of Ocean Casino Resort.

Key Responsibilities

  • Managing incoming calls in a skill-oriented environment addressing account questions, hotel bookings, dining reservations, and event inquiries.
  • Addressing customer email queries following established protocols.
  • Guiding conversations while attentively listening to customer requirements.
  • Facilitating customer requests and securing reservations.
  • Identifying opportunities for upselling and cross-promoting services.
  • Projecting a favorable image of Ocean Casino Resort.
  • Referring complex issues to Supervisors for resolution.
  • Offering insights to enhance operational processes.
  • Executing assigned responsibilities efficiently.

Core Functions

  • Managing a high volume of customer interactions with composure and professionalism.
  • Remaining seated throughout the shift for data entry and computer tasks.
  • Exhibiting flexibility in work hours to meet call demand.

Qualifications

  • At least one year of experience in an inbound contact center environment.
  • Proficient computer skills and telephone communication etiquette.
  • Familiarity with reservation systems and Windows applications.
  • Exceptional verbal communication abilities.
  • Background in sales-focused inbound calls.
  • Experience in the casino or hospitality sector is advantageous.
  • Effective communication skills in English.

Employee Benefits

  • Complimentary meals during shifts.
  • Opportunities for training and professional development.
  • Comprehensive Health Care Plan (including Medical, Dental, and Vision).
  • Retirement savings plan (401k).
  • Options for Life Insurance.
  • Paid Time Off for personal use.


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