Contact Center Representative - CGSS

Contact Center Representative

The Contact Center Representative plays a vital role in delivering a seamless and memorable guest experience by serving as a primary point of connection for all guest and team member communications. Your ability to provide warm, professional, and efficient service across calls, emails, and digital channels helps ensure every interaction reflects the high standards of Live! Casino & Hotel. Through attentive listening, clear communication, and a commitment to resolving needs with care and accuracy, you help create a positive and engaging experience for both current and future guests. Your dedication to service excellence and ability to represent the Live! brand with confidence and professionalism make a meaningful impact on guest satisfaction and loyalty.

Responsibilities

• Provides stellar service to all team members and guests.
• Neutralizes guest opportunities by providing exemplary service.
• Handles incoming calls as needed or directed.
• Handles all calls originating from external sources into the primary casino & hotel phone lines.
• Handles all call from internal guest lines and assist guests with appropriate needs.
• Sells and promotes the hotel amenities and services according brand standards.
• Seeks and acts upon opportunities to upsell services and accommodations.
• Make calls to in-house guests and outbound numbers as needed or directed.
• Accurately routes calls as necessary.
• Assists with overflown calls from other in-house extensions as directed.
• Assists with email management by responding to emails within scope of responsibility and routing correspondence to the appropriate departments.
• Maintain guest confidentiality at all times when reviewing information.
• Promotes positive and productive motivation within department.
• Handle guest communication, both on property and future guests, via texting and online chat services.
• Register Guests for select invite only and complimentary events.
• Communicate open work orders affecting in-house guests to the appropriate departments.
• Maintains knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
• Communicates and responds to security codes as expected.
• Maintains full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service.
• Maintain knowledge and skill levels on property specific systems including but not limited to: HMS, Oasis 360, MGT KMAN, Hotsos, Zingle, Intract and Opentable
• Other related duties as assigned.

Skills to Help You Succeed

• Impeccable service and conflict resolution skills.
• Effective salesmanship skills.
• Strong computer literacy skills.
• Strong communication and organizational skills.
• Effective prioritization skills.
• Reliable ownership and follow through skills.
• Ability to provide a luxury experience while engaging in every conversation with Team Members and guests.
• Ability to communicate effectively in one-on-one, small group, and large group situations.
• Ability to read, write and communicate verbally in English.
• Ability to apply common sense reasoning to service related scenarios.

Qualifications

• A high school diploma or GED equivalent
• One (1) year experience in telephone operations or switchboard operations or Hotel operations.
• Must obtain and maintain a valid gaming license as determined by the Maryland State Lottery and Gaming Commission for the position.

Physical Requirements

• Ability to use hands and fingers to handle and feel.
• Ability to frequently talk, hear, walk and sit.
• Ability to occasionally use hands and arms to reach, legs and feet to balance, stoop, kneel or crouch.
• Ability to stay in a seated positon for up to an 8 hour shift.
• Ability to regularly lift and/or move up to 5 pounds and infrequently lift and/or move up to 10 pounds.
• Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials.

Working Conditions

• 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.

What We Offer

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members include:
• Free Basic Life Insurance
• Free Short Term & Long-Term Disability
• Generous retirement savings options
• Paid Time Off
• Tuition Reimbursement
• On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
• Training and pathways for career growth
• Robust Rewards & Recognition Programs
• Annual Merit Based Pay Increases
• Discretionary Performance Bonuses
• Discretionary Service Bonuses
• Free parking
• Free food and discounted meals
• Live! Hotel, Food & Beverage, and Entertainment Discounts

Life at Live!

Individuals chosen to be part of the Live! Team can expect:

• To be part of an exciting experience unlike any other in the market.
• To be given the power and responsibility to put service and community first.
• To come together as a strong team, while valuing and celebrating our diversity.
• To be given the tools, resources, and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.