Contact Center Representative -Part-time - Maryland

Maryland Live! Casino & Hotel • Hanover, MD

90d • $17 - $17

About The Position

The overall goal of the Contact Center Representative is to ensure all communications (digital and audio) are handled in a timely, professional, and courteous manner while providing quality services to both guests and team members. This position requires weekend availability and offers various shifts, fully onsite.

Requirements

• Education: A high school diploma or GED equivalent.
• Exceptional guest service attitude.
• Experience: One (1) year experience in telephone operations or switchboard operations or Hotel operations.
• Must be able to comply with all state gaming regulations, which may include obtaining a license.

Nice To Haves

• Impeccable service and conflict resolution skills.
• Effective salesmanship skills.
• Strong computer literacy skills.
• Strong communication and organizational skills.
• Effective prioritization skills.
• Reliable ownership and follow through skills.
• Ability to provide a luxury experience while engaging in every conversation with Team Members and guests.
• Ability to communicate effectively in one-on-one, small group, and large group situations.
• Ability to read, write and communicate verbally in English.
• Ability to apply common sense reasoning to service related scenarios.
• Ability to show up on time and ready to work at your station.
• Being a team player- someone who cares about the success of their team.
• Ability to type quickly and accurately on a computer keyboard.
• Multi-tasking with accuracy.

Responsibilities

• Curating an exceptional guest experience for our internal and external guests alike.
• Handle incoming digital and audio interactions (chats, emails, SMS, voicemails, etc) as needed or directed.
• Master opportunities to upsell services and accommodations according to brand standards.
• Follow up with guests as needed or directed and help bring closure to any outstanding issues.
• Ability to deescalate issues in a calm and professional manner.
• Route calls to the appropriate person/department.
• Always maintain guest confidentiality when reviewing information.
• Promote a positive and productive environment within the department.
• Provide concierge type services to VIP guests for invite only and complimentary events.
• Communicate open work orders affecting in-house guests to the appropriate departments.
• Maintain knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
• Maintain full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service.
• Maintain knowledge and skill levels on property specific systems including but not limited to: HMS, Loyalty, QCI, Hotsos, Opentable, Talkdesk, Mitel, In Moment, etc.
• Other related duties as assigned.

Benefits

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents.
• Free Basic Life Insurance.
• Free Short Term & Long-Term Disability.
• Generous retirement savings options.
• Paid Time Off.
• Tuition Reimbursement.
• On-site Wellness center for Team Members and eligible dependents (Maryland Property only).
• Training and pathways for career growth.
• Robust Rewards & Recognition Programs.
• Annual Merit Based Pay Increases.
• Discretionary Performance Bonuses.
• Discretionary Service Bonuses.
• Free parking.
• Free food and discounted meals.
• Live! Hotel, Food & Beverage, and Entertainment Discounts.

What This Job Offers

• Career Level: Entry Level
• Industry: Accommodation
• Education Level: High school or GED