Call Center Representative I

Call Center Representative I - 32268

We are currently looking for a Part Time 38 Call Center Representative I to join our WinStar Call Center Unit 4 team located at the WinStar World Casino and Resort working 10:00PM-6:30AM - Mo Tu We Th Fr.

Summary: Responsible for screening and routing of all incoming phone calls, booking guest reservations for all facility amenities assuring the highest quality guest service.

Responsibilities:

• Provides first class customer service to both internal and external customers and responds to inquiries, compliments, and/or complaints with professionalism, courtesy, and efficiency
• Completes all training and development requirements and participates in continuing education opportunities
• Works in a collaborative and supportive manner to support the productivity and safety of the work area, team members and customers of all types
• Maintains a clean, organized work area and ensures a safe environment
• Maintains and promotes professionalism
• Punctual and consistent in meeting start time, work schedule, attendance and other assigned work time metrics
• Adheres to Chickasaw Nation dress code standards
• Maintains knowledge of and follows all rules, regulations, policies and guidelines for assigned area
• Answers the phone, transfers call, takes messages and screens calls per guidelines for areas served
• Handles routine customer complaints and incidents, exhibiting the appropriate discretion to identify situations that require the attention of supervisory personnel
• Explains various aspects of programs, promotions, benefits, rewards and or requirements to internal and external customers, citizens, etc.
• Books guest reservations/tickets for all applicable amenities such as hotel, golf, spa, RV, concert or any other amenity using applicable systems
• Actively assists in marketing of casino, hotel, citizen, employee and/or other events, promotions and activities to both internal and external customers as assigned
• Covers the reception area at all times
• Performs all other duties as assigned

Competencies:

• Able to follow instructions, both written and oral
• Able to adhere to all scheduling and attendance requirements
• Ability to handle difficult customers and situations
• Honesty, truthfulness, reliability, accountability
• Able to read, understand, apply, and retain knowledge of Chickasaw Nation, departmental, divisional and all other rules, regulations, policies, procedures and guidelines
• Knowledge of all casino promotions through communication with leadership and using internal resources such as newsletters, TV and promotions cards
• Ability to multitask
• Organizes work and assigned area logically and orderly
• Able to verbally communicate in a professional and positive manner with other team members, departments, guests and management
• Writes effective communications with team, departments, guests and management

Skills:

• Must be familiar with the Microsoft Office Suite of products
• Accurately type 30 words per minute

Experience:

• 1 year directly related experience

Education:

• High School, GED or Equivalent

Credentials:

• Pass gaming background check
• Pass general background check

Working Conditions:

• Sitting up to 75% of shift
• Standing up to 25% of shift
• Walking up to 50% of shift
• Hand-held radios

Training:

It is the responsibility of each employee to attend required training for their position or profession as determined by their line of support (LOS) or the leadership of the Chickasaw Nation. It is the responsibility of those who supervise, manage or otherwise lead employees or teams to ensure each employee has access to and receives all required training.

Mission, Vision & Core Values:

Mission: To enhance the overall quality of life of the Chickasaw people.

Vision: To be a nation of successful and united people with a strong cultural identity.

Core Values: The Chickasaw People, Cultural Identity, Servant Leadership, Selflessness, Can Do Attitude, Perseverance, Stewardship, Trust and Respect, Loyalty, Honesty and Integrity, Teamwork