SCC Agent Level 1 (Full Time; Varied)
On-siteCherokee, North Carolina, United States
EXPIREDCherokee, North Carolina, United StatesOn-siteFull TimeSenior LevelServicesLarge
Full TimeSenior LevelLargeServices
Job Summary
Receive all incoming phone calls, direct guests to appropriate parties, and dispatch internal requests for hotel amenities and services. Assist patrons with property information, promotions, and event reservations while managing virtual messaging inquiries through IVY. Anticipate VIP needs, resolve complaints professionally, and cultivate new casino players using teleservices efforts. Adhere to call metrics, regulatory policies, and brand performance standards while maintaining a flexible schedule including weekends and holidays.
Required Qualifications
- High school diploma or GED
- Ability to operate in stressful situations
- Ability to attend to multiple tasks simultaneously
- Physical mobility with reasonable accommodations
- Ability to respond to visual and aural cues
- Ability to read, write, speak, and understand English
- Ability to lift up to 25 pounds and carry 5 pounds
- Manual dexterity and coordination to operate office equipment, including computers, fax machine and photo copier
- Ability to stoop, bend, reach, kneel, twist, and grip items
- Ability to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke
- Ability to work a flexible schedule including weekends, evenings, and holidays
- Excellent customer service, employee relations, and individual /teamwork skills
- Detail orientated, creative, artistic, motivated, and willing to work long hours
- Proficiency in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
- Excellent phone, negotiation, organization, conflict resolution and time management skills
- Excellent oral and written communication skills
- Ability to handle multiple priorities in a fast-paced environment
- Ability to work independently
- Neat, professional appearance with excellent personal hygiene
Desired Qualifications
- Two years of customer service experience
- Knowledge of CMS, LMS, Hot SOS
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