Call Center Attendant

Summary

Our Call Center Attendant is responsible for taking guest reservations and promoting the Company and ensuring optimum guest service and satisfaction. Responsible for answering switchboard, directing calls to appropriate individuals, taking accurate messages and delivering same, and effectively resolving minor customer disputes.

Responsible for assisting Club Soboba guests in any manner needed.

Duties/Responsibilities

• Answers switchboard for incoming calls and in-house calls, expediting calls to the proper extensions in a courteous and professional manner.
• Posts and delivers calls and messages for guests; executes pages over the intercom and/or radio systems.
• Operates computerized program for processing hotel reservations.
• Maintains a close working relationship with all Front Desk Employees, and assists in informing prospective Hotel guests of higher room value options.
• Inputs and manually records wake-up calls for guests.
• Accesses guest information from the computer.
• Accesses guest information from Player Tracking System to assist guest with basic informational questions about their play and comps. Does not give the amount but can verify if guest has enough to accomplish what they want.
• Maintains and delivers an accurate accounting of all calls received for the maintenance department of the Hotel.
• Verifies accuracy of guest room confirmations; files reservations and confirmations.
• Maintains a working knowledge of room rates, types, locations, package plans, special features, information on all outlets, hours of operation, and various local attractions, in order to advise guests of same, whenever possible.
• Provides efficient service in receiving and distributing calls, paging, and messages.
• Maintains a log of phone problems, and reports any situations which need attention to the appropriate department and/or individual.
• With a working knowledge of proper emergency procedures, administers same over the intercom system in a calm, clear voice, as needed.
• Contacts in-house Security and Emergency Medical Technicians as needed, and calls for help from outside agencies (Police, Fire Department, etc.) when deemed necessary, to report emergency situations.
• Effectively resolves minor customer conflicts/complaints, or refers matter to the appropriate department or individual, for proper resolution.
• Maintains a working knowledge of facilities, current and upcoming special events, in order to advise customers and fellow Employees of same, whenever possible.
• Understands and is able to explain all Club Soboba Promotions and Point accumulation and rewards.
• Must be physically present to work a regular, reliable, and predictable work schedule in accordance with business demands, and maintain a consistent and regular attendance record.
• Perform special projects and other responsibilities, tasks, or duties as requested.

Education / Qualifications

• Must be at least 21 years of age.
• High School Diploma or GED equivalent, required.
• Any combination of education, experience and training that provides the required knowledge, skills and abilities.
• Ability to work in fast paced environment.
• A minimum of one (1) year of previous administrative, clerical, or high-volume call experience required.
• Bi-multi languages, preferred.
• Must be able to provide evidence of eligibility to work in the United States of America.

Certificates, licenses and registration

• Ability to obtain and maintain a valid Soboba Tribal Gaming Commission license.
• Required to submit to and obtain negative results on all drug and/or alcohol testing.

Soboba Casino Resort Benefits

Full-time team members are eligible to participate in a variety of group health and wellness benefits upon timely submission of appropriate enrollment forms. Coverage effective dates vary by plan and additional information will be provided to you during New Hire Orientation. Benefit offerings may change from time-to-time, but presently, Soboba Casino resort offers the following:

• 401k Plan
• Basic Life Insurance (employer paid) with the option to purchase Supplemental Life Insurance
• Medical, Dental & Vision paid for the employee
• Employee Assistance Program
• Wellness Program (Annual Health Fair, Wellness Education, and Incentive Programs)
• Paid Time Off

Soboba Casino Resort Team Member Recognition including, but not limited to:

• Reward and Recognition Program (Quarterly, and Annually)
• Team member Incentives
• Discounted Team member meal

DISCLAIMER:

The information contained in this job description is intended to describe the general nature and level of work performed by Team Members within this classification. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, working conditions, or physical requirements associated with the position. Management reserves the right to modify, add, or remove duties and responsibilities as business needs dictate. The omission of specific statements regarding physical demands or work environment conditions does not exclude them from being required to perform the essential functions of the job.