Customer Care Representative - Onsite
On-siteLas Vegas, Nevada, United States
Las Vegas, Nevada, United StatesOn-siteFull TimeEnterprise
Full TimeEnterprise
Job Summary
Answer inbound telephone calls, chat, email, and reviews regarding call transfers, work orders, and hotel, dining, event, and entertainment reservations. Respond to digital inquiries using defined methods and verbiage while presenting a positive view of company products and properties. Identify and exploit up-sell opportunities where appropriate and escalate difficult situations to Team Leaders. Collaborate with Quality Coaches to evaluate performance and provide observations to improve processes. Maintain confidentiality of trade secrets and comply with all departmental policies and Seminole Tribe of Florida regulations.
Required Qualifications
- Two year or more of directly related experience in an inbound contact center or face to face customer service or similar customer service role
- Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
- Proficiency in basic Windows and MS Office packages
- Strong verbal communication skills
- Bilingual (English & Spanish)
- Experience handling customer calls in a 24x7 sales-oriented inbound environment
- Must be able to work flexible schedules based on the needs of the business
- Demonstrate commitment to following established procedures and be customer service driven
- Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals
- Outstanding communication, listening, and analytical skills
- Strong organizational and problem-solving skills
- Ability to prioritize tasks and work well under pressure while remaining focused
- Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts
- Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making
- Proactive approach to problem-solving with a focus on creating a positive customer experience
Desired Qualifications
- Knowledge of property management, reservations and player tracking systems (e.g. Windsurfer, SHR, HotSOS, SevenRooms, LMS, CMP) is advantageous
- Experience handling reservations or in the casino / hospitality industry is considered a plus
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