Call Center Representative

Shakopee Mdewakanton Sioux Community-posted 2 months ago
Full-time • Entry Level
Prior Lake, MN
Religious, Grantmaking, Civic, Professional, and Similar Organizations
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Come join our premier casino resort and entertainment destination as a Call Center Representative! In this opportunity you will be the acting voice of our enterprise supporting guest's questions and reservation requests. If you think dynamically and can work at a fast pace - we are looking for you! Enjoy weekly pay, 401k match starting day one, and career growth opportunities. Whatever your goals may be, let Mystic Lake Casino help get you there! Job Overview: Creates a positive guest experience for callers by routing incoming/outgoing telephone calls, answering Club M-related questions, and taking/confirming hotel reservations, while providing a high level of service, and effective sales tactics to upsell Hotel and Casino offerings within a fast paced, high-volume environment. Provides guest service in line with SMSCGE's culture of Purpose, Vision, Values.

  • Answers and routes all telephone calls to the appropriate departments according to department call script standards and enhanced Guest Service training.
  • Accepts, confirms, modifies and cancels all room and event reservations in multiple computer systems.
  • Accurately quotes rates and promotions and uses effective upsell techniques to sell upgraded room types, offer dining reservations, and amenity reservations.
  • Uses multiple computer systems to answer all Mystic Lake Casino/Hotel guest inquiries.
  • Announces all overhead paging over the casino P.A. system. Routes numeric paging requests to appropriate departments.
  • Completes daily shift checklists as assigned by supervisor.
  • Logs Housekeeping/Maintenance requests and provides required follow up with guests.
  • Keeps up-to-date utilizing department communications systems of all Casino offerings/promotions/events.
  • Participates in multi-systems daily audits to ensure accurate room/promotional inventories.
  • Audits reservations for accuracy on a daily basis.
  • Six months' reservations, guest service or full-service hotel experience.
  • Must be able to read, write, and speak English clearly.
  • Ability to communicate with a diverse population.
  • Proficient experience with word processing, databases and electronic mail software.
  • Must be able to type 35 wpm.
  • Competitive weekly pay
  • Comprehensive benefits package including medical, dental, life and disability insurance
  • Onsite medical clinics and pharmacy
  • 401(k) retirement plan
  • Paid time off
  • Wellness programs
  • Discounts on childcare, fuel, bus passes and fitness membership
  • Free uniforms and free uniform cleaning
  • Tuition reimbursement
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