Contact Center Agent I

SARACEN DEVELOPMENT LLC•Pine Bluff, AR

33d

About The Position

The Contact Center Agent serves as the frontline ambassador for Saracen Casino Resort, responsible for delivering prompt, courteous, and knowledgeable assistance to guests through multiple communication platforms—including phone, email, chat, and web. Representatives provide support related to promotions, reservations, entertainment, and general inquiries while ensuring every guest interaction reflects the highest standards of service and professionalism.

Requirements

Must be 21 years of age or older upon employment.
High School Diploma or equivalent required.
Minimum 6 months customer service or hospitality experience preferred.
Proficiency in navigating and adapting to diverse computer systems, including casino operational platforms.
Excellent quantifiable customer service skills and proven dependability required.
Must possess strong interpersonal skills and be able to effectively interact with guests and team members.
Must be able to resolve problems and de-escalate situations in a professional, diplomatic, and tactful manner.
Must be able to obtain and maintain a valid Saracen Casino Resort Gaming License.
Must be able to read, write, speak, and understand English.
Must be able to respond to visual and aural cues.
Employment is contingent upon the successful completion of a background investigation and drug screening.

Nice To Haves

Minimum 6 months customer service or hospitality experience preferred.

Responsibilities

Respond to guest inquiries across multiple platforms (phone, email, chat) with accuracy and courtesy.
Complete or update reservations for the casino hotel and restaurants.
Provide up-to-date information regarding casino amenities, hotel, promotions, dining, and entertainment offerings.
Document guest interactions and feedback accurately in the Contact Center system.
Resolve guest concerns within established guidelines and escalate complex issues as needed.
Support outbound campaigns for events, confirmations, and exclusive offers as directed.
Maintain knowledge of current promotions, events, and departmental updates.
Adhere to Contact Center protocols, procedures, and quality standards.
Uphold a calm and professional demeanor in all interactions, even under pressure.
Act as a role model and consistently present oneself as a credit to Saracen Casino Resort.
Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed.