What are the responsibilities and job description for the Reservations / Call Center Representative- Full-Time position at Ocean Casino Resort?
About the Role
The Reservations / Call Center Representative is responsible for providing customers with a clear picture of Ocean Casino Resort products and services.
Position Responsibilities
- Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, events, transportation and entertainment reservations.
- Responding to inbound customer e-mail inquiries, using methods and verbiage defined by management
- Always leading the call without failing to listen to the voice of the customer
- Ensuring that customer requests for reservations and other services are met and confirmed; within the guidelines established by management
- Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met
- Presenting, at all times, a positive view of the Ocean Casino Resort when interacting with customers and fellow employees
- Escalating difficult and complex situations to Call Center Supervisors as they arise
- Provide Call Center Supervisors with important observations pulled from many customer interactions, offering suggestions to improve process, product or service offerings
- Performs all other related and compatible duties as assigned
Essential Functions
Requirements
Benefits
