Contact Center Representative - Full-time - Maryland

Live! Casino and Hotel Maryland•Hanover, MD

11d•$18 - $18•Onsite

About The Position

Why We Need Your Talents: 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. Compensation: $17.50/hr Fully On Site Priority staffing: Various shifts available. Must Have Weekend Availability Shift start time will be 10AM required

Requirements

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
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.
Ability to use hands and fingers to handle and feel.
Ability to frequently talk, hear, walk, and sit.
Ability to occasionally use hands and arms to reach, legs and feet to balance, stoop, kneel or crouch.
Ability to stay in a seated position for up to an 8 hour shift.
Ability to regularly lift and/or move up to 5 pounds and infrequently lift and/or move up to 10 pounds.
Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials.

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