CALL CENTER REPRESENTATIVE

Job Title

Responsibilities

• Accepts and services incoming calls from casino, direct mail, restaurants, interacting departments, and transient and hotel sales guests with a positive attitude coupled with proper greeting and departing script.
• Accepts and services requests and inquiries for hotel rooms, restaurants, amenities, transportation, theater and special events.
• Ability to utilize cross selling techniques with promotions, unavailable dates and up-selling accommodations.
• Interacts with casino customers via AS400 to distribute complimentaries based on their level of play, via the supervisor approval and comp philosophy established by the Company.
• Entering of hotel transient and package guests, along with a detailed knowledge of the Hotel and available amenities to enhance sales conversation.
• Data entry of the paperwork for the Host/Player Development staff, Tour & Travel, Conventions and Junket and Splinter Representatives.
• Entering complimentaries for room service, restaurants, limos and direct mail accurately with the notification to management if complimentary guidelines are not abided by.
• Communicate with Restaurant Management to ensure reservations were entered correctly, blocks are adjusted and opportunity is maximized for occupancy.
• Full knowledge of hotel status, current entertainment and availability, the comp philosophy and all special events to ensure cross selling opportunities are recognized and talk time is reduced.
• Full knowledge of the hotel cashiering system with the ability to comp off charges for a patron based on the established complimentary guidelines.
• Abides by the professional, consistent verbiage established by management when communicating with customers.
• Meets and strives to exceed job performance goals and standards as defined by management.
• Assists co-workers and supervisors with job tasks.
• Outbound telemarketing (including surveying) to the new, active and inactive customer based on call volume.
• Delivers superior and consistent customer service as established by management.
• Telephones call to be monitored actively or by recording.
• Performs other duties as assigned.
• Promotes positive public relations.

Qualifications

• High school diploma or equivalent required.
• Prior experience in a customer service position preferred.
• Excellent customer service, communication and telephone skills.
• Strong decision making, planning and organizational skills, coupled with a sense of urgency and the ability to multi-task.
• Inbound and Outbound Telemarketing to include conversion rate goals of calls verses bookings.
• Effective typing/computer keyboard skills.
• Dependable and is flexible with work schedule.

Essential Functions

All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.

Essential Physical Functions

(O) Standing

(O) Walking

(C) Sitting

(N) Kneeling

(N) Running

(N) Lifting Max Weight: n/a

(N) Pushing Max Weight: n/a

(N) Pulling Max Weight: n/a

(N) Carrying Max Weight: n/a

(N) Bending

(N) Stooping

(N) Climbing Stairs

(N) Climbing Ladders Max Height: n/a

(N) Working at a Height Level Above The Floor Max Height: n/a

(C) Finger Dexterity

(C) Full Use of Both Hands

(N) Crawling

(N) Balancing

(N) Throwing

(N) Twisting

(N) Reaching Max Height: n/a

(N) Driving

(N) Working On or With Moving Machinery

(C) Working at Rapid Work Speed

(N) Working in Isolation

(C) Working Around People

(C) Hearing Conversation

(C) Hearing High Acuity

(C) Speaking Clearly

(C) Seeing Near

(O) Seeing Far

(C) Seeing Depth Perception

(C) Seeing - Color Vision

Essential Mental Functions

(C) Writing English

(C) Reading English

(C) Speaking English

(C) Working under Pressure/Stress

(C) Speaking With Guests/Customers

(C) Speaking With Employees

(O) Working with Basic Math Skills

(C) Making Decisions Based On Facts

(C) Making Decisions Based On Data

(O) Making Decisions Based On Personal Judgment

(C) Making Accurate Measurements According To Set Standards

(O) Planning and/or Supervising the Activities Others

Essential Interactive Functions

(C) Working under Close Supervision

(C) Working under Minimal Supervision

(C) Working and Interacting With Management in a Professional and Courteous Manner

(C) Working and Interacting With Co-Workers in a Professional and Courteous Manner

(C) Working and Interacting With Guests in a Professional and Courteous Manner

Essential Environment Functions

(C) Working Inside

(N) Working Outside

(C) Working in a Fast Paced Environment

(N) Exposed To Chemicals Describe:

(O) Exposed To Dust, Fumes, Gases, Describe:

(N) Exposed To Smoke

(C) Exposed To Excessive Noise

(N) Working in Dimly Lit Areas

(O) Working in Sudden Marked Changes of Temperature and Humidity

Key

Not Applicable (N)

Occasional (O) Under 2 hours

Frequent (F) 2 hours to 5 hours

Constant (C) more than 5 hours