Call Center Agent

Margaritaville Resort Casino•Bossier City, LA

5h•Onsite

About The Position

Margaritaville Casino & Resort Bossier City is seeking a Call Center Agent to join their team in the exciting and fast-paced gaming industry. This role is crucial for determining and improving call center operational strategies and system performance. The agent will be responsible for handling guest inquiries and resolving problems via telephone and email, ensuring excellent guest service. Key duties include managing customer information, routing calls, following up on requests, and meticulously documenting all interactions and producing reports. The company emphasizes an exciting industry, diverse co-workers, unlimited growth, and a fun working environment.

Requirements

Minimum of 2 years of Call Center experience
High School Diploma or equivalent
Verbal and written communication skills
Listening skills
Problem analysis and problem solving
Guest service orientation
Organizational skills
Attention to detail
Judgement
Adaptability
Teamwork
Stress tolerance
Resilience
Fluent English language skills, both verbal and in writing
Basic math skills; ability to add, subtract, multiply, and divide
Ability to obtain the appropriate work authorization per local, state, federal, and gaming regulations
Good keyboard skills
Excellent telephone etiquette

Responsibilities

Determines call center operational strategies by conducting needs of the department
Maintains and improves call center operations by monitoring system performance
Answers calls and responds to emails
Handles guests’ inquiries both telephonically and by email
Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems
Enters new customer information into system
Updates existing guest information
Routes calls to appropriate resource
Follows up guests’ calls where necessary
Fulfills requests by clarifying desired information and forwarding requests
Documents all call information according to standard operating procedures
Completes call logs
Produces call reports