Call Center Agent Representative

Responsibilities:

• Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile.
• Ability to lead the call without impacting actually listening to the voice of the customer.
• Ability to quickly and accurately input information into various systems.
• Seeks and acts upon opportunities to up-sell accommodations.
• Maintains guest confidentiality at all times when reviewing information.
• Registers guests in player tracking software for select invitational events.
• Effectively deal with job stress, angry callers and upset customers. Understand the impact of voice tone when speaking with guests.
• Follows department standards and sequence of service. Participates in shop reports, and makes adjustments based on feedback from supervisor or manager.
• Must have a clear speaking voice, be comfortable with phone work and date entry.
• Needs to be able to type information into computer while speaking to customer on the phone.
• Promotes positive and productive motivation within the department.
• Respond to all guest inquiries professionally, courteously and promptly.
• Must be prepared and able to handle with composure and tact a high volume of repetitive customer interactions over the telephone in a fast paced environment. Always keep a smile in voice.
• Will handle hotel room reservations and casino offers. Handles additional offers for special events as required.
• Handles guest room deposits via credit cards that are placed on reservations.
• Maintains knowledge and ability to multi-task multiple systems to include but not limited to hotel property management systems, central reservations systems, revenue management systems, and call center systems.
• Utilizes Microsoft Office suite programs. i.e. Microsoft Office products, Excel, Word, Outlook etc.
• Assists with overflow calls from other properties as required.
• Maintains an effective and professional manner with all customers.
• Performs filing assignments as directed.
• Works safely, following all established safety rules and regulations.
• Communicates effectively with co-workers, supervisors and guests.
• Follows all relevant policies and procedures.
• Performs other duties as assigned.

Work Environment:

• Must be available to work weekends, holidays, and nights as scheduled
• Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist (keyboard date entry) as well as prolonged viewing of data on a computer monitor.
• Must be prepared and able to handle with composure and tact a high volume of repetitive customer interactions over the telephone in a fast paced environment. Always keep a smile in voice.

Additional Benefits:

• Enjoy 30 consecutive days of free rides for new hires with DART and earn reimbursements via Delaware Commute Solutions

Starting Compensation:

• $16.00/hr

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

High School (required)

High school diploma, GED or equivalent work experience required. (required)
Strong computer literacy skills. (required)
Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile. (required)
Maintains guest confidentiality at all times when reviewing information. (required)
Ability to quickly and accurately input information into various systems. (required)
Clear speaking voice, be comfortable with phone work and date entry. (required)
Must be prepared and able to handle with composure and tact a high volume of repetitive customer interactions over the telephone in a fast paced environment. (required)
Maintains knowledge and ability to multi-task multiple systems to include but not limited to hotel property management systems, central reservations systems, revenue management systems, and call center systems. (required)
Assists with overflow calls from other properties as required. (required)
Utilizes Microsoft Office suite programs. i.e. Microsoft Office products, Excel, Word, Outlook etc. (required)
Must have excellent written and oral English communication skills, and telephone etiquette skills. (required)
Must possess excellent hospitality and guest relations skills. (required)
Must be proactive and work well under pressure in a fast paced environment. (required)
Must be able to respond calmly and make rational decisions when handling guest conflicts. (required)
Must have outstanding coordination and organizational skills with the ability to multi-task. (required)