Teleservices Agent III

Description

Job Overview (Must Be Available To Work Any Shift)

The Teleservices Agent III’s primary responsibilities will include providing exceptional VIP traveler care. The Teleservices Agent III manages high-volume and complex travel requests and high-pressure situations while adhering to strict deadlines. The Teleservices Agent III handles all channels of incoming and outbound contacts within the contact center including, but not limited to inbound calls, outbound calls, chats, SMS, web requests, and email; directing or transferring the contact when appropriate. Teleservices Agent III is responsible for VIP hotel, travel, spa, cooking studio and restaurant reservations, or other special event RSVP tracking. Teleservices Agent III is responsible for building appropriate domestic and international package itineraries and schedules accordingly. Teleservices Agent III is responsible for outbound calling in an attempt to book a reservation, a special event, or to propose further services or amenities to a current reservation. Teleservices Agent III is responsible for fulfilling all contact requests including host reservations, assuring that the requests are executed accurately to not negatively impact the business. Also, the agent is expected to represent the company positively by providing a warm greeting and assuring guest satisfaction meets or exceeds set standards throughout the full guest interaction.

Purpose

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

Duties And Responsibilities

• Meets and exceeds performance objectives by promoting travel experience packages, product up-sells, and servicing VIP members (Player, Employee, and Tribal)
• Handles VIP inbound and outbound contacts (voice, chat, sms, video, email) using our VIP engagement model
• Answers VIP travel inquiries by maintaining knowledge of key differences, mail campaigns, benefits, product knowledge, and destination expertise
• Maintains VIP advocacy by ensuring travelers and guests receive accurate, timely, and quality information about their benefits and the services we are supplying, and resolves dissatisfactions by researching, evaluating, resolving, or escalating complaints
• Cultivates and maintains on-going relationships with VIP accounts and influencing benefit execution and brand loyalty by understanding traveler preferences and needs
• Promptly answers contacts from VIP guests who are requesting information, reservations, changes to a reservation, bill/benefit explanations, or conflict resolutions
• Possesses excellent VIP reservation skills in order to create domestic and international reservations to include, but not limited to: air, hotel, dining, spa, excursions, rail, concerts, entertainment, and ground transportation using multiple reservation systems, accurately and efficiently
• Possesses strong working knowledge and understanding of international travel to include, but not limited to, passports, customs, immigration, and visa requirements
• Receives copies of all traveling guests’ passports for accurate airfare booking and to provide to the receiving property in compliance with gaming regulations
• Possesses knowledge of ticketing technology and workflow procedures for internal and external request management
• Prioritizes daily tasks to achieve timely completion of all travel arrangements including ticketing, itinerary, confirmation, invoicing and accounting
• Designs and executes an all-inclusive custom branded itinerary for travelers in consultation with travelers and VIP team
• Researches complex travel rules and provides travel expertise and guidelines for each VIP
• Follows travel booking procedures including the support of preferred suppliers, vendors, and product/service offerings
• Makes appropriate recommendations to ensure the travel experience is tailored to the VIP’s expectations
• Demonstrates a commitment to the VIP throughout the booking and travel process setting clear trip expectations via a pre-arrival contact while anticipating needs and potential problems during the traveler’s trip/journey
• Collaborates with internal and external teams to facilitate VIP reservations, VIP Group Trips, and Casino Alliance program travel and coordinate all pre-arrival, arrival, onsite, and post stay requests
• Informs guests of resort services such as: breakfast and dining options, all hotel amenities, spa, conveniences and programs offered
• Conducts and documents guest feedback contacts to ensure guest advocacy and resolves, researches, and escalates any discovered service delivery mishap
• Actively looks for ways to exceed VIP’s expectations, such as a personalized surprise the VIP isn’t expecting
• Contributes to product development by staying up to date on industry trends and preferred supplier updates/benefits, as well as individual research of destinations, competitors, or new ways to sell new, existing, or partnership offerings
• Analyzes, discusses and explains portfolio charges in relation to earned reward benefits
• Makes recommendations for process, procedure, and technology improvements and attends required trainings
• Researches and explains Wind Creek Reward earnings and redemption practices in relation to a guests’ account
• Works with the contact center by handling all channels of incoming and outbound contacts within the contact center such as: inbound calls, outbound calls, chats, web requests, and emails
• Other duties and responsibilities as assigned

Job Requirements (Please Ensure You Meet The Listed Requirements Prior To Applying)

• High School diploma or GED required or currently enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment
• Must be twenty-one (21) years of age or older
• Three (3) years of customer service/hospitality experience - required
• Eighteen (18) months experience at a Wind Creek Hospitality Contact Center – required
• Twelve (12) months experience as an Agent II at a Wind Creek Hospitality Contact Center – required
• Must have proficiency in VIP (host) booking requests, chat, and SMS –required
• Travel and airfare booking experience – preferred
• Must possess proven ability to propose (Up-sells and Cross-sells) property amenities such as the Travel, Hotel, Fine Dining, Spa, Entertainment, Excursions, and Culinary Experiences
• Must be able to work on multiple projects while answering multiple channels of communication
• Willingness and ability to take direction from multiple Management individuals as required
• Must have excellent customer service/relation skills
• Must have good writing and verbal communication skills
• Must be able to work effectively in a fast paced, high volume environment
• Must successfully pass job interview, including a guest service audition
• Must possess a high level of maturity and the ability to maintain confidentiality
• Must be able to effectively work and communicate with other staff members and with the general public
• Must possess a valid state driver’s license is required
• Willing to work odd and irregular hours as needed; Willing to travel and participate in training as recommended or required
• Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
• Must have willingness and ability to work in a smoke/secondary smoke environment
• Willing to work odd and irregular hours including nights, weekends, and holidays
• Willing to travel and participate in training as recommended or required
• Must have a valid and current State Driver’s License and an insurable driving record for purposes of driving company vehicles as required
• Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
• Must have willingness and ability to work in a smoke/secondary smoke environment

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES