CALL CENTER REPRESENTATIVE
On-siteAtlantic City, New Jersey, United States
Job Summary
Answer and service incoming calls from casino, direct mail, restaurants, and hotel guests regarding rooms, amenities, and special events. Utilize cross-selling techniques and the AS400 system to distribute complimentary charges based on established guidelines and supervisor approval. Enter transient guest data, paperwork for player development and travel staff, and accurately log room service and limo compliments while notifying management of guideline violations. Communicate with restaurant management to adjust blocks and maximize occupancy, ensuring all reservations are entered correctly. Perform outbound telemarketing and surveys to new, active, and inactive customers while meeting conversion rate goals. Adhere to professional verbiage, maintain positive public relations, and assist co-workers and supervisors with assigned tasks.
Required Qualifications
- High school diploma or equivalent
- Prior experience in a customer service position
- Excellent customer service, communication and telephone skills
- Strong decision making, planning and organizational skills
- Sense of urgency
- Ability to multi-task
- Inbound and Outbound Telemarketing
- Conversion rate goals of calls verses bookings
- Effective typing/computer keyboard skills
- Dependable
- Flexible with work schedule
- Ability to perform essential functions of this position, with or without reasonable accommodations
- Standing
- Walking
- Sitting
- Finger Dexterity
- Full Use of Both Hands
- Working at Rapid Work Speed
- Working Around People
- Hearing Conversation
- Hearing High Acuity
- Speaking Clearly
- Seeing Near
- Seeing – Depth Perception
- Seeing - Color Vision
- Working under Pressure/Stress
- Speaking With Guests/Customers
- Speaking With Employees
- Working with Basic Math Skills
- Making Decisions Based On Facts
- Making Decisions Based On Data
- Making Accurate Measurements According To Set Standards
- Working under Close Supervision
- Working under Minimal Supervision
- Working and Interacting With Management in a Professional and Courteous Manner
- Working and Interacting With Co-Workers in a Professional and Courteous Manner
- Working and Interacting With Guests in a Professional and Courteous Manner
- Working Inside
- Working in a Fast Paced Environment
Desired Qualifications
- Ability to utilize cross selling techniques with promotions, unavailable dates and up-selling accommodations
- Detailed knowledge of the Hotel and available amenities
- Full knowledge of hotel status, current entertainment and availability
- Full knowledge of the comp philosophy and all special events
- Full knowledge of the hotel cashiering system
- Ability to comp off charges for a patron based on the established complimentary guidelines
- Professional, consistent verbiage established by management
- Ability to exceed job performance goals and standards as defined by management
- Ability to assist co-workers and supervisors with job tasks
- Ability to communicate with Restaurant Management
- Ability to ensure reservations were entered correctly
- Ability to adjust blocks
- Ability to maximize opportunity for occupancy
- Ability to notify management if complimentary guidelines are not abided by
- Ability to distribute complimentaries based on their level of play
- Ability to adhere to supervisor approval and comp philosophy established by the Company
- Ability to deliver superior and consistent customer service as established by management
- Ability to have telephones call be monitored actively or by recording
- Ability to survey new, active and inactive customers
- Ability to work in a fast paced environment
- Ability to work inside
- Ability to work in sudden marked changes of temperature and humidity
- Ability to work in dimly lit areas
- Ability to work exposed to excessive noise
- Ability to work exposed to dust, fumes, gases
- Ability to work exposed to smoke
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