CUSTOMER CARE REPRESENTATIVE I

Job Description

Job Description

Overview

The Customer Care Representative is a critical to the success of the company casino & hotel properties because the role is geared towards providing callers with positive experience during and in advance of their visits. In this way, the Representative acts as the voice of the company and its properties. In the context of frequent and sometimes challenging (and often rewarding) customer contact, the Representative works in a structured framework of readily available information, continual management support, and measureable, achievable goals.

Responsibilities

Responsibilities :

• Answering inbound telephone calls in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for VIP customers
• Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management
• Providing customers with a clear picture of company products and services; 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 a specific request cannot be met
• Presenting, a positive view of the company and its properties when interacting with customers and fellow employees at all times
• Escalating difficult and complex situations to Team Leaders as they arise
• Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated
• Provide Team Leaders with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings
• Works 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, customer information, marketing plans and any other confidential information
• Be willing to participate in peer to peer coaching on a one on one basis as well as to support the overall team by assisting on the call center floor by answering questions
• Demonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, Unlimited Future,” and values of Fast, Fun, Friendly, Fresh and Focused in all we do
• Exhibit conduct in accordance with all company regulations and Seminole Tribe of Florida departmental policies and procedures

Qualifications

• One year or more of directly related experience in an inbound contact center or similar customer service role
• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
• Knowledge of property management, reservations and player tracking systems (e.g. LMS, CMP) is advantageous; proficiency in basic Windows and MS Office packages is very important
• Strong verbal communication skills
• Experience handling customer calls in a sales-oriented inbound environment
• Experience handling reservations or in the casino / hospitality industry is considered a plus
• Must be able to work flexible schedules based on the needs of the business

As part of the Seminole Hard Rock Support Services employment process, final candidates will be required to complete a background check. These background checks may include, but are not limited to :

• Criminal Background Check
• Drug Screen

Disclaimer : While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

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