Contact Center Representative (Casual) - Cordish Gaming Shared Services

Live! Casino and Hotel Maryland•Hanover, MD

20h

About The Position

The Contact Center Representative serves as a primary point of connection for guest and team member communications, delivering warm, professional, and efficient service across calls, emails, text messaging, and online chat. The role supports a seamless guest experience by listening attentively, communicating clearly, resolving needs accurately, and representing the Live! brand with professionalism. The position is based in a fast-paced, 24/7 casino environment where smoking is allowed and employees may be exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.

Requirements

High school diploma or GED equivalent.
One year of experience in telephone operations, switchboard operations, or hotel operations.
Must obtain and maintain a valid gaming license as determined by the Maryland State Lottery and Gaming Commission for the position.
Impeccable service and conflict-resolution skills.
Effective salesmanship skills.
Strong computer literacy, communication, organizational, prioritization, ownership, and follow-through skills.
Ability to provide a luxury experience in interactions 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 use hands and fingers to handle and feel; frequently talk, hear, walk, and sit; and occasionally reach, balance, stoop, kneel, or crouch.
Ability to remain seated for up to an eight-hour shift.
Ability to regularly lift or move up to 5 pounds and infrequently lift or move up to 10 pounds.
Sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials.

Responsibilities

Provide exemplary service to guests and team members and address guest concerns through attentive service.
Handle incoming calls from external sources and internal guest lines, including overflow calls as directed.
Make outbound calls to in-house guests and other numbers as needed or directed.
Route calls accurately and assist guests with their needs.
Promote hotel amenities, services, and accommodations, and seek opportunities to upsell.
Respond to emails within the role’s scope and route correspondence to appropriate departments.
Communicate with on-property and future guests through texting and online chat services.
Register guests for select invitation-only and complimentary events.
Maintain guest confidentiality when reviewing information.
Communicate open work orders affecting in-house guests to appropriate departments.
Stay informed about service offerings, promotions, in-room offerings, inventory levels, on-site activities and events, and travel conditions.
Communicate and respond to security codes as expected.
Follow company and department rules, policies, procedures, and sequences of service.
Maintain knowledge of property-specific systems, including HMS, Oasis 360, MGT KMAN, Hotsos, Zingle, Intract, and OpenTable.
Promote positive and productive motivation within the department.
Perform other related duties as assigned.

Benefits

Comprehensive group health benefits for full-time and part-time team members and eligible dependents.
Free basic life insurance.
Free short-term and long-term disability coverage.
Retirement savings options.
Paid time off.
Tuition reimbursement.
On-site wellness center for team members and eligible dependents at the Maryland property.
Training and career-growth pathways.
Rewards and recognition programs.
Annual merit-based pay increases.
Discretionary performance bonuses.
Discretionary service bonuses.
Free parking.
Free food and discounted meals.
Hotel, food and beverage, and entertainment discounts.