Customer Service Representative - Onsite

Customer Support Specialist

This position will be located on-site in Las Vegas, Nevada. As a Customer Support Specialist, you will serve as a primary point of contact for our clients, managing inbound and outbound communications with professional excellence. Utilizing a suite of web-based tools, you will efficiently resolve inquiries to ensure a seamless and positive customer experience. This role is ideal for individuals passionate about service delivery in a high-velocity environment.

Join us in transforming the digital business landscape. At TP, we blend cutting-edge high-tech solutions with an essential high-touch human connection. You will be a vital part of a team that empowers global companies to quickly adapt and deliver exceptional experiences.

Your potential for growth here is limitless. We are committed to fostering career advancement, as proven by the journey of our Chief Executive Officer Americas, who started as an agent and rose to the highest levels of the company. At TP, we provide the platform; your ambition sets the limit.

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Responsibilities

As a Customer Care Representative, your main responsibility is to find innovative ways to respond to varying questions, issues, and concerns.

• Answering inbound telephone calls, chat, email & reviews in a skills-based environment.
• Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management
• Answer Operator calls (Internal/External)
• Providing customers with a clear picture of company products and services; always leading the call without failing to listen to the voice of the customer
• Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases a specific request cannot be met
• Presenting, a positive view of the company and its properties when interacting with customers and fellow employees at all times
• Escalating difficult and complex situations to Team Leaders as they arise
• Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated
• Provide Team Leaders with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings
• Works diligently to support company culture and team philosophy throughout.
• Comply with all departmental and company policies including company business ethics guidelines.
• Maintain confidentiality of all company trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information
• Be willing to participate in peer to peer coaching on a one on one basis as well as to support the overall team by assisting on the call center floor by answering questions

Qualifications

We're looking for fearless people people who are inspired to deliver only the best in all that we do.

• Two year or more of directly related experience in an inbound contact center or face to face customer service or similar customer service role
• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
• Knowledge of property management, reservations and player tracking systems (e.g. Windsurfer, SHR, HotSOS, SevenRooms, LMS, CMP) is advantageous;
• Proficiency in basic Windows and MS Office packages is very important
• Strong verbal communication skills
• Language Requirements: Bilingual (English & Spanish)
• Experience handling customer calls in a 24x7 sales-oriented inbound environment
• Experience handling reservations or in the casino / hospitality industry is considered a plus
• Must be able to work flexible schedules based on the needs of the business. Schedule subject to change based on business/customer needs.

Key Competencies

• Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
• Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• Communication: Outstanding communication, listening, and analytical skills.
• Organizational Skills: Strong organizational and problem-solving skills.
• Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
• Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
• Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
• Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.