Customer Care Agent - Customer Care

Hard Rock Hotel & Casino Ottawa

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About The Position

The Customer Care Agent Specialist role is an advancement beyond the Customer Care Representative position, handling more specialized and complex reservations work and fewer repetitive inbound calls. Specialists manage group reservations and setup, as well as complex VIP reservations, while also answering calls as needed.

The role supports guests across telephone, email, chat, text, surveys, social media, and other channels. It involves researching and resolving concerns, providing appropriate guest appeasement, documenting and tracking resolutions, and escalating complex situations. The agent also supports reservation and cashiering processes, coordinates group inventory and master accounts with Hotel Sales, and helps Customer Care Representatives with complex reservation processing. Team members are expected to represent Seminole Hard Rock positively, follow company policies and ethics guidelines, and support responsible gaming and alcohol service.

Work is typically performed in a professional office setting, with occasional work in operating areas where exposure to secondhand smoke and excessive noise may occur. The position involves frequent standing, walking, handling objects, reaching, talking, hearing, tasting, or smelling, and frequently lifting or moving up to 50 pounds. Vision requirements include close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus.

Requirements

• At least one year of directly related inbound contact center experience.
• Effective computer skills beyond basic keyboarding and understanding of telephone etiquette.
• Strong business writing skills and the ability to communicate professionally across multiple channels.
• Knowledge of social media and its role.
• Strong verbal communication and interpersonal skills.
• Experience handling guest calls in a sales-oriented inbound environment.
• Ability to work independently and under direct supervision while maintaining high productivity.
• Frequently lift or move up to 50 pounds.
• Meet the stated physical requirements, including frequent standing, walking, handling, reaching, talking, hearing, tasting, or smelling, and the specified vision abilities.

Nice To Haves

• Knowledge of property management, reservations, and player tracking systems such as LMS, ARTS, and CMP.
• Proficiency in basic Windows and Microsoft Office packages.
• Experience handling reservations in the casino or hospitality industry.

Responsibilities

• Answer inbound calls in a skills-based environment, handling account inquiries, complimentary requests, and complex hotel, dining, event, and entertainment reservations for VIP guests.
• Research and investigate guest concerns received through calls, emails, GEM surveys, Mystery Shoppers, social media, and other channels.
• Respond to and research guest concerns through calls, chat, text, email, and other forms of communication.
• Provide appropriate guest appeasement for service breakdowns or relationship recovery; document, track, and communicate each resolution.
• Serve as an escalation point for difficult player-related calls and resolve guest problems amicably in a fast-paced environment.
• Proactively review hotel folio charges for new gaming guests during an evaluation period and assist Player Development with picking up charges when appropriate.
• Explain Seminole Hard Rock products and services clearly while leading conversations and listening to guests.
• Ensure reservation and service requests are met and confirmed within management-established guidelines.
• Perform hotel cashiering duties, including posting and refunding advance deposits.
• Liaise between Customer Care and Hotel Sales to maintain the integrity of group room inventory and master accounts.
• Help Customer Care Representatives with complex reservation processing.
• Represent Seminole Hard Rock and its properties positively when interacting with guests and team members.
• Escalate difficult and complex situations as they arise.
• Work with Quality Coaches, Team Leaders, and Managers to evaluate and improve individual performance.
• Share observations from guest interactions with Team Leaders and suggest improvements to processes, products, or services.
• Comply with departmental and company policies, including Hard Rock business ethics guidelines.
• Support responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.

What This Job Offers

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