What are the responsibilities and job description for the Contact Center Representative - Full-time - Maryland position at Live! Casino and Hotel Maryland?
Min Compensation
USD $17.50/Hr.Max Compensation
USD $17.50/Hr.Overview
Why We Need Your Talents:
The overall goal of the Contact Center Representative is to ensure all communications (digital and audio) are handled in a timely, professional, and courteous manner while providing quality services to both guests and team members.
Compensation: $17.50/hr
Fully On Site
Priority staffing: Various shifts available.
Must Have Weekend Availability
Responsibilities
Where You'll Make an Impact:
- Curating an exceptional guest experience for our internal and external guests alike.
- Handle incoming digital and audio interactions (chats, emails, SMS, voicemails, etc) as needed or directed.
- Master opportunities to upsell services and accommodations according to brand standards.
- Follow up with guests as needed or directed and help bring closure to any outstanding issues.
- Ability to deescalate issues in a calm and professional manner.
- Route calls to the appropriate person/department.
- Always maintain guest confidentiality when reviewing information.
- Promote a positive and productive environment within the department.
- Provide concierge type services to VIP guests for invite only and complimentary events.
- Communicate open work orders affecting in-house guests to the appropriate departments.
- Maintain knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
- Maintain 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, Loyalty, QCI, Hotsos, Opentable, Talkdesk, Mitel, In Moment, etc.
- Other related duties as assigned.
Qualifications
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.
- Ability to show up on time and ready to work at your station.
- Being a team player- someone who cares about the success of their team
- Ability to type quickly and accurately on a computer keyboard
- Multi-tasking with accuracy
Must-Haves:
- Education: A high school diploma or GED equivalent
- Exceptional guest service attitude
- Experience: One (1) year experience in telephone operations or switchboard operations or Hotel operations.
- Must be able to comply with all state gaming regulations, which may include obtaining a license.
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 position 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.
What We Offer
Perks We Offer You
- 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.
Salary : $18
