What are the responsibilities and job description for the Call Center Representative I position at Muscogee Nation Gaming Enterprises?
Department: TUL Call Center
Property: River Spirit Casino Resort
Location: Tulsa, OK, US, 74137
Full-Time/Part-Time: Full Time
Summary:
Responsible for booking hotel reservations and providing overall support for the entire property’s call center needs. Responsible for screening and routing of all incoming calls assuring the highest quality of customer service and promoting all aspects of the property. All functions will be performed within the guidelines of the MNGE policies & procedures.
Responsibilities:
1. Accurately process all reservations into the property management system, including group reservations, cancellations, revisions and information update on changes.
2. Up-sell rooms when possible according to established procedures and standards to maximize revenues.
3. Promote all aspects of the property: Casino, Rooms, Restaurants, meeting rooms, concert venue, entertainment events, tournaments or special attractions, etc.
4. Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests and assisting guests in all inquiries. Listen attentively and respond professionally.
5. Comply with attendance rules and must be available to work all shifts on a regular basis.
6. Handle complaints in a tactful manner and inform management if needed.
7. Must become familiar with all groups, offers, casino promotions, entertainment or tournament events, and related attractions that might affect call volume on a daily basis.
8. Assist with all pre-shift meetings and develop & maintain positive working relationships with other departments.
9. Display a high degree of professionalism and integrity for the property.
10. Follow all company policies and procedures, including attendance and proper shift hours, as required.
11. Perform other duties as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, and/or ability required.
EDUCATION
HS Diploma; and/or combination of education & experience.
Command of the English language required.
EXPERIENCE
Must have a minimum of 6 months experience in a Hotel Reservation department, Call Center environment or in a related field preferred.
Possess positive, friendly and out-going personality; work as a customer-service focused team player.
LICENSES/CERTIFICATIONS
MCN OPG Gaming License is required.
Key positions required knowledge and application of Title 31 reporting requirements.
Must have ability to pass comprehensive background check, drug test, and obtain gaming license as required.
