Telecommunications Services Agent

Responsible for the professional, efficient handling of all incoming calls to the casino.

ESSENTIAL DUTIES AND RESPONSIBILITES:

·         Books reservations for all customers in a pleasant, consistent manner, with the goal of selling the hotel to capacity every night

·         Works efficiently to minimize the amount of time a customer must wait in queue

·         Adheres to established business plans to ensure hotel and events remain booked to specified capacity while factoring in possible cancellation

·         Books all event reservations using the applicable reservation system

·         Answers all inquiries, book casino events, and avoid denials by booking future dates

·         Checks RV patrons in and out of the RV Park

·         Takes and confirms reservations for RV Park

·         Ensures guest satisfaction in RV Park

·         Collects form of payment from RV guests

·         Checks RV Park and Bath Houses each morning and afternoon and provides minimal cleaning and restocks as needed

·         Communicates system problems, cancellations, over-bookings or any other special circumstances that may require supervisory or management intervention to ensure guest satisfaction

·         Stays current and knowledgeable on company events and promotions

·         Trains new staff as needed or as assigned by supervisor

·         Functions as a Gift Shop Attendant as needed

·         Adheres to professional appearance standards as outlined in the Prairie Band Casino & Resort Team Member Handbook

·         Must meet attendance guidelines as outlined in the Prairie Band Casino & Resort Team Member Handbook

·         Adheres to regulatory, departmental, and company policies in an ethical manner and encourages others to do the same

·         Other duties as assigned

KNOWLEDGE, SKILLS, AND EXPERIENCE:

Required

·         High school diploma or GED

·         Previous experience in a customer service position

·         Must have prior keyboarding skills and demonstrate a high degree of accuracy

·         Literate and fluent in English (bilingual is a plus)

·         Good written and verbal communication skills coupled with good listening skills

·         Ability to handle adverse or stressful situations with tact, diplomacy, and understanding

·         Must be able to work independently and as part of a team

·         A record of satisfactory performance and reliability in all prior and current employment

Preferred

·         Prior call center experience

PHYSICAL, MENTAL, & ENVIRONMENTAL DEMANDS:

·         Physically mobile with reasonable accommodations

·         Read, write, speak, and understand English

·         Available to work required schedule which may include nights, weekends, holidays, and extended hours as needed

·         Operate in mentally and physically stressful situations

·         Able to speak in a pleasant, quiet and understandable tone of voice

·         Able to sit for 7-8 hours with breaks

·         Manual dexterity to operate a computer and other necessary office equipment

·         Respond to visual and aural cues

·         Must be able to meet the level two or light work requirements based on the Department of Labor Dictionary of Titles: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently

Indian Preference Exercised

Prairie Band Casino & Resort reserves the right to make changes to the above job descriptions whenever necessary. As part of Prairie Band Casino & Resort’s hiring process, candidates will be required to go through a due diligence process to validate their application information and suitability, prior to an employment offer being extended. This process may include, but is not limited to: reviewing employment applications or resumes, performing pre-employment testing and background investigations, conducting interviews and reference checks, and checking licensing and certification.