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. This role is part of an exciting, fast-paced entertainment industry, offering a dynamic work environment with diverse and enthusiastic co-workers. The company, Penn National Gaming, emphasizes unlimited growth and support, fostering a fun atmosphere where guest satisfaction is paramount. As a growing company, Penn National Gaming offers various career opportunities and maintains a family-like culture.

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 and 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.