Call Center Representative I

Call Center Representative I - 2567 River Spirit Casino Resort | Call Center | Full Time Location: Tulsa, OK, US, 74137 Description Responsible for booking hotel reservations and providing overall support for all MNGE call center needs. Responsible for screening and routing of all incoming calls assuring the highest quality of customer service and promoting all aspects of the property. All functions will be performed within the guidelines of the MNGE policies & procedures. Essential Duties and Responsibilities Accurately process all reservations into the property management system, including group reservations, cancellations, revisions and information update on changes for all MNGE. Up-sell rooms when possible according to established procedures and standards to maximize revenues. Promote all aspects of the property: Casino, Rooms, Restaurants, meeting rooms, concert venue, entertainment events, tournaments or special attractions, etc. Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests and assisting guests in all inquiries. Listen attentively and respond professionally. Comply with attendance rules and must be available to work all shifts on a regular basis. Handle complaints in a tactful manner and inform management if needed. Must become familiar with all groups, offers, casino promotions, entertainment or tournament events, and related attractions that might affect call volume on a daily basis. Assist with all pre-shift meetings and develop & maintain positive working relationships with other departments. Display a high degree of professionalism and integrity for the property. Follow all company policies and procedures, including attendance and proper shift hours, as required. Perform other duties as assigned. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, and/or ability required. EDUCATION HS Diploma; and/or combination of education & experience. Command of the English language required. Experience: Must have a minimum of 6 months experience in a Hotel Reservation department, Call Center environment or in a related field preferred. Possess positive, friendly and out-going personality; work as a customer-service focused team player. Licenses/Certifications: MCN OPG Gaming License is required. Key positions required knowledge and application of Title 31 reporting requirements. Must have ability to pass comprehensive background check, drug test, and obtain gaming license as required. Job Demands The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job. Shift work, holidays, weekends and nights may be assigned. Ability to maneuver in all areas of casino, frequent ascent/descent from bus stairs, frequent standing, walking, sitting; travel to various on/off site venues, which may involve elevation changes in surfaces. Ability to lift at least 35 lbs. Visual acuity to discern and examine text, graphics, color and symmetry. Speech to communicate clearly, express ideas and convey information in an understandable manner. Ability to hear for listening comprehension and to understand ideas presented through spoken words and sentences. Manual dexterity to operate office or required equipment; examine or update documents, records, data, instructions, logs, & files. This list of minimum essential functions is illustrative of the minimums ONLY, and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed as the maximum expectation, nor does it necessarily list all possible duties that may be assigned.