Contact Center Representative

Four Winds Casinos Career Site • New Buffalo, MI

6d

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. The role handles guest service inquiries received by letter, phone, email, social media, web, surveys, and chat; responds to requests and questions about hotel, dining, promotional, entertainment, and poker room reservations; and makes reservations in the property’s computer system. The representative may also make outbound calls to support targeted Marketing efforts and performs data entry as needed.

The position works toward individual key performance indicators and department goals while maintaining high service and guest satisfaction. It requires working knowledge of casino facilities, amenities, room types, current and upcoming casino and local events, and property emergency procedures. The representative reports emergencies to Management and contacts in-house Security and Emergency Medical Technicians as needed. The role also promotes a fun atmosphere for casino guests and encourages mutual respect, dignity, and integrity among employees.

Requirements

• Excellent communication and organizational skills.
• Proficiency with computers and ability to work with multiple software packages.
• Ability to read, analyze, and interpret policy and procedure manuals, maintenance instructions, and related documents.
• Ability to respond to common inquiries from employees or guests.
• Ability to perform basic arithmetic using whole numbers, common fractions, and decimals.
• Ability to apply common-sense reasoning to a variety of situations.
• Must possess a Level 4 Gaming License.

Nice To Haves

• High school diploma or GED preferred.
• One year of related experience preferred.

Responsibilities

• Handle guest service inquiries received through letters, phone, email, social media, web, surveys, and chat.
• Respond promptly and courteously to guest requests and questions about hotel, dining, promotional, entertainment, and poker room reservations.
• Make outbound calls as directed to support targeted Marketing efforts.
• Enter guest hotel, dining, promotional, and entertainment reservations in the property’s computer system.
• Work toward individual key performance indicators and department goals while maintaining a high level of service.
• Maintain working knowledge of casino facilities, amenities, room types, and current and upcoming casino and local special events.
• Maintain working knowledge of property emergency procedures, report emergencies to Management, and contact in-house Security and Emergency Medical Technicians as needed.
• Perform data entry tasks as needed.
• Promote guest service and satisfaction, a fun atmosphere for casino guests, and mutual respect, dignity, and integrity among employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed