Call Center Agent - FT

THUNDER VALLEY CASINO•Lincoln, CA

8d•$20 - $0•Onsite

About The Position

The Call Center Agent serves as a single point of contact for incoming calls to Thunder Valley Casino Resort, providing professional, pleasant, Four-Diamond Guest service. The Agent is an information resource for Resort departments, including the Hotel, Spa at Thunder Valley, food and beverage outlets, gaming, entertainment, and promotions. The position requires adherence to Company standards, policies, and procedures and support of the Resort’s “ELITE” service mission and AAA Four Diamond service standards. The role handles Guest inquiries using multiple applications and equipment; manages Hotel, Spa, and dining reservations, including possible credit card transactions; and provides information about Resort facilities, policies, amenities, directions, events, promotions, and services. The Agent may also direct calls, page Guests, explain Thunder Rewards benefits, and use player-tracking systems to review Guest information and confirm eligible offers.

Requirements

At least one year of customer service experience.
High school diploma or equivalent.
Fluency in spoken and written English.
Outstanding Guest service skills and professional, sophisticated communication skills, including active listening.
Ability to communicate effectively in writing and verbally with Guests, Team Members, and Management.
Ability to perform general clerical work and operate business office machines and a computer.
Computer proficiency and ability to learn property systems, including hotel management and player-tracking software, and Microsoft Office software.
Ability to work across multiple computer applications and perform multiple tasks in an intense, changing environment.
Ability to remain calm and polite, particularly during emergencies and busy periods.
Demonstrated ability to be a self-motivated team player and problem solver.
Must be at least 18 years of age.
Must be able to obtain a UAIC Tribal Gaming License.
Normal or corrected vision, ability to see color and distinguish letters, numbers, and symbols; effective oral and written communication; ability to view a computer monitor and sit for the duration of a shift; and manual dexterity to operate a telephone console keypad, keyboard, and related equipment.
May be required to stand, walk, lift, reach, push, pull, and grasp.

Nice To Haves

Hospitality experience preferred.

Responsibilities

Practice, support, and promote the Resort’s “ELITE” service mission and demonstrate AAA Four Diamond service standards.
Answer incoming inquiries through various applications and equipment in a knowledgeable and professional manner, using appropriate salutations and etiquette.
Anticipate Guest needs through active listening and open-ended questions, acknowledge Guests, and respond promptly.
Create, modify, and cancel Hotel, Spa at Thunder Valley, and dining reservations, including processing credit card transactions when applicable.
Maximize reservation rates and use upselling techniques when appropriate.
Direct calls to Guest rooms, staff, or departments as needed.
Page Guests through the public address system in a courteous and understandable manner.
Provide callers with information about facilities, amenities, directions, and upcoming events.
Explain Resort policies and practices.
Explain Thunder Rewards Card levels and benefits, encourage program use, and use the player-tracking system to review Guest information, including confirmation of exclusive hotel offers.
Maintain knowledge of Resort departments, services, amenities, Hotel information and operating hours, scheduled Hotel events, promotions and entertainment, gaming, and food and beverage offerings.
Perform responsibilities in accordance with Company standards, policies, and procedures.