Call Center Representative

WE'RE DOUBLING DOWN ON YOUR FUTURE 

• Competitive salary of $19.61/hr. with discretionary performance bonuses 2x a year!
• Fully paid medical, prescription drug, dental, and vision coverage for you and competitive premiums for your dependents.
• Complimentary meals and covered team member parking.
• Employer-paid life insurance, long-term disability and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.
• Company-paid gaming licenses (Class A & Class B)
• Variety of additional voluntary benefits and retirement plans.

WHAT YOU’LL DO 

• Be the face of MCR for new hires and team members; exemplify MCR’s values and set a great example by always demonstrating excellent guest service and professionalism. 
• Manage MCR’s phone system, answering inbound telephone calls, live chats, SMS messages, etc. in an environment where transactions range from call transfers to an executive, to a request for dining, and event and entertainment reservations for VIP guests, to calls expressing a concern about a previous visit. 
• Respond to inbound guests and internal team members through calls, email, chat, SMS etc., using methods trained and supported by the leadership team. 
• Provide guests with a clear picture of company products and services; always leading the call without failing to listen to the voice of the guest. 
• Ensure that guest requests for casino and dining reservations and other services are confirmed within the guidelines established. 
• Sense and exploit up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met. 
• Present a positive view of the company when interacting with guests and fellow team members.  
• Escalate difficult and complex situations to Team Leaders as they arise. 
• Adhere to a set schedule performing assigned tasks at a specific time. 
• Work with Training/Quality Specialist and Team Leaders to understand individual performance and make efforts to improve performance where there is a noted opportunity. 
• Provide Team Leaders with important observations culled from guest interactions, offering suggestions to improve process, product, or service offerings. 
• Work diligently to support company culture and team philosophy throughout the property. 
• 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, guest information, marketing plans, and any other confidential information 
• Participate in peer-to-peer coaching on a one-on-one basis as well as to support the overall team by assisting on the contact center floor by answering questions. 
• Create, maintain, and facilitate a positive and safe work environment; promotes positive team member relations and reports issues to the appropriate personnel.  
• Demonstrate actions and behaviors that represent Muckleshoot Casino Resort in a positive light. 
• Perform other duties as assigned. 

WHAT YOU’LL BRING 

• 1 (One) year in Inbound Call Center or relatable role in Customer Service specifically is required. 
• 1 (One) year of luxury hospitality or Tribal gaming is a plus!  
• Keyboarding skills and basic computer knowledge.  

HOW YOU’LL BE SUCCESSFUL 

• Ability to demonstrate a customer-oriented and accommodating demeanor. 
• Experience managing guest calls in a fast-paced inbound environment, including voice, chat and SMS interactions. 
• Knowledge of dining reservation systems and player tracking systems (e.g., HMS, SevenRooms, Open Table, Bally CMP, etc.) is a plus!  
• Strong organizational skills with meticulous attention to detail. 
• Proficiency in using office software (e.g., Microsoft Office suite, Google Workspace). 
• Excellent time management skills and ability to prioritize tasks effectively. 
• Strong verbal and written communication skills. 
• Ability to work both independently and collaboratively in a team environment. 
• Ability to communicate effectively, both orally and in writing. Read, write, and speak English fluently. 

WHAT TO EXPECT

• Availability – Ability to work 40 hours per week, holidays, weekends, and nights to support a 24/7 operation.
• Physical – Ability to maneuver in all areas of the casino, ascent/descent from stairs, frequent standing, walking, sitting, reaching, stooping, kneeling, or crouching, and/or prolonged periods focusing on tasks. Ability to lift at least 25 lbs. May regularly need to lift/ move, push, or pull up material or boxes necessary to the job function, with or without assistance.
• Environment – Exposure to environmental tobacco smoke (ETS) while working and traversing on the gaming floor.

MISSION

Our mission is to provide economic stability for our community by creating unforgettable entertainment experiences by inspiring team members to deliver exceptional guest experiences.

VISION

We exist to create unforgettable entertainment experiences!

VALUES

• Wisdom: Learn, Share, Grow
• Respect: Earn it, Show it
• Integrity: Earn Trust Through Honesty
• Fun: Bring Smiles to Everyone