SEASONAL - Reservations/Call Center Representative

About the Role

The Reservations/Call Center Representative is responsible for providing customers with a clear picture of Ocean Casino Resort products and services.

Position Responsibilities

• Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, events, transportation and entertainment reservations.
• Responding to inbound customer e-mail inquiries, using methods and verbiage defined by management
• Always leading the call without failing to listen to the voice of the customer
• Ensuring that customer requests for reservations and other services are met and confirmed; within the guidelines established by management
• Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met
• Presenting, at all times, a positive view of the Ocean Casino Resort when interacting with customers and fellow employees
• Escalating difficult and complex situations to Call Center Supervisors as they arise
• Provide Call Center Supervisors with important observations pulled from many customer interactions, offering suggestions to improve process, product or service offerings
• Performs all other related and compatible duties as assigned

Essential Functions

• Must be prepared and able to handle, with composure and tact, a high volume of repetitive customer interactions over the telephone in a fast paced, sales-oriented environment
• Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (key board data entry) as well as prolonged viewing of data on a computer monitor
• Must demonstrate scheduling flexibility, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required)

Requirements

• One year or more of directly related experience in an inbound contact center

• Effective, demonstrable computer skills (beyond basic key boarding) and understanding of telephone etiquette
• Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, ACSC) along with proficiency in basic Windows and MS Office packages are considered a plus
• Strong verbal communication skills
• Experience handling customer calls in a sales-oriented inbound environment
• Experience handling reservations or in the casino / hospitality industry is considered a plus
• Ability to effectively communicate in English

Benefits

• Free meal on shift
• Training & Development
• Free garage parking