Call Center Operator

Description

SUMMARY:

The Call Center Telephone Operator will answer incoming calls for the Coeur d’Alene Casino Resort Hotel and assist callers as necessary.

RESPONSIBILITIES:

• Answer a high volume of constant incoming calls and respond to customer requests by transferring calls to requested extensions, answering questions with appropriate and accurate information
• Engaging in active listening with callers, confirming or clarifying information and diffusing irate or angry customers as needed
• Maintain calmness in situations where customers are unhappy and complaining
• Accurately input hotel reservations, maintaining constant knowledge of current packages and monthly promotions
• Assist callers on setting tee times when booking hotel Stay and Play or Stay and Spa Package
• Maintain up to date knowledge and ability to give assistance with City Link bus routes, hours of operation for each service with in the casino, directions to the property in order to provide timely and accurate information to callers
• Repetitively communicate knowledge of casino, upcoming events, Hotel policies and Coeur Rewards Club Policies
• Handle and log all employee absence call-ins according to CCRH Policies
• Other projects and duties as assigned. 

Qualifications

QUALIFICATIONS

• High school diploma or equivalent preferred. 
• Must be 18 years of age or older. 
• Previous experience in an answering a steady volume of incoming calls, communicating with internal and external customers and multi-tasking required.
• Self-Motivated and easy to talk to
• Must have basic computer knowledge and skills.

Skills/Knowledge:

• Excellent customer service skills required. 
• Excellent verbal and written communication skills required. 
• Must type 25-30 WPM.
• Must be able to multitask. 
• Must have Strong time management and decision making skills
• Must be computer literate with the ability to learn different software programs. 
• Must work well in a team environment. 
• Must be able to follow detailed instructions precisely.
• High proficiency utilizing search engines to farm for information. 
• Basic problem solving skills required. 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to work in confined areas; perform repetitive activities; sit for long periods of time; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include ability to adjust focus.

This description has been designed to indicate the general nature and level of work performed by employees within this position.  The actual duties, responsibilities, and qualifications may vary based on assignment or group.

The Coeur d'Alene Casino Resort Hotel practices Indian Preference and gives preference to Coeur d'Alene Tribal Members, Spouses and/or children of CDA Tribal Members, and Other Enrolled members of Federally Recognized Tribes and then all other applicants.

Salary : $16