Contact Center Representative

Four Winds Casinos Career Site•New Buffalo, MI

2d•Onsite

About The Position

Responsible for making reservations and handling guest inquiries across multiple channels in the casino’s Contact Center, in accordance with established policies and procedures. This role involves handling guest service inquiries received through various contact channels, including letters, phone, email, social media, web, surveys, and chat. The representative will respond to guest requests for hotel, dining, promotional, and entertainment reservations, and answer guest questions and inquiries in a calm, prompt, and courteous manner. Additionally, the role includes making outbound calls as directed for marketing efforts and making guest reservations in the property’s computer system. The position requires striving to achieve individual key performance indicators and department goals while maintaining a maximum level of service and promoting positive, productive motivation within the department. A working knowledge of casino facilities, amenities, room types, current and upcoming casino and local special events, as well as property emergency procedures, is necessary. The role also involves performing data entry tasks and ensuring a maximum level of guest service and satisfaction is achieved and maintained. The position also promotes an atmosphere of fun for guests and encourages mutual respect, dignity, and integrity among employees by setting positive examples.

Requirements

High school diploma or GED preferred.
One (1) year related experience preferred.
Excellent communications skills.
Excellent organizational skills.
Proficient with computers and able to work with multiple software packages.
Must possess a Level 4 Gaming License.
Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.
Ability to respond to common inquiries from other employees or guests.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to apply common sense reasoning to variety of situations.
Regularly required to talk or hear.
Regularly required to stand, walk, sit and use hands to finger, handle, or feel objects, tools or controls.
Occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl.
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Responsibilities

Handles guest service inquiries received through various contact channels, including letters, phone, email, social media, web, surveys and chat.
Responds to guest request for hotel, dining, promotional, entertainment and poker room reservations, answers guest questions and inquiries, in a calm, prompt, courteous manner.
Makes outbound calls as directed to help stimulate response for targeted Marketing efforts.
Makes guest hotel, dining, promotional and entertainment reservations in the property’s computer system.
Seeks to achieve individual key performance indicator and department goals while maintaining maximum level of service.
Promotes positive, productive motivation within the department.
Maintains a working knowledge of casino facilities, amenities, and room types as well as current and upcoming casino and local special events.
Maintains a working knowledge of property emergency procedures and report emergencies to Management as needed.
Contacts in-house Security and Emergency Medical Technicians as needed.
Performs data entry tasks, as needed.
Ensures a maximum level of guest service and satisfaction is achieved and maintained.
Creates an atmosphere of fun for all casino guests.
Encourages mutual respect, dignity and integrity with all employees, by setting positive examples at all times.