Customer Care Representative II - Customer Care

Hard Rock Hotel & Casino Ottawa

25d

About The Position

The Customer Care Representative is a critical to the success of the company casino & hotel properties because the role is geared towards providing callers with positive experience during and in advance of their visits. In this way, the Representative acts as the voice of the company and its properties. In the context of frequent and sometimes challenging (and often rewarding) customer contact, the Representative works in a structured framework of readily available information, continual management support, and measureable, achievable goals

Requirements

One year or more of directly related experience in an inbound contact center or similar customer service role
Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
Must be able to work flexible schedules based on the needs of the business

Nice To Haves

Knowledge of property management, reservations and player tracking systems (e.g. LMS, CMP) is advantageous; proficiency in basic Windows and MS Office packages is very important
Strong verbal communication skills
Experience handling customer calls in a sales-oriented inbound environment
Experience handling reservations or in the casino / hospitality industry is considered a plus

Responsibilities

Answering inbound telephone calls in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for VIP customers
Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management
Providing customers with a clear picture of company products and services; always leading the call without failing to listen to the voice of the customer
Ensuring that customer requests for reservations and other services are met and confirmed within the guidelines established by management
Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases a specific request cannot be met
Presenting, a positive view of the company and its properties when interacting with customers and fellow employees at all times
Escalating difficult and complex situations to Team Leaders as they arise
Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated
Provide Team Leaders with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings
Works diligently to support company culture and team philosophy throughout the property.
Comply with all departmental and company policies including company business ethics guidelines.
Maintain confidentiality of all company trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information
Be willing to participate in peer to peer coaching on a one on one basis as well as to support the overall team by assisting on the call center floor by answering questions
Demonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, Unlimited Future,” and the values of Amplified Service in all we do
Exhibit conduct in accordance with all company regulations and Seminole Tribe of Florida departmental policies and procedures
Be willing and able to secure the required casino license from any state or jurisdiction requiring the same. This includes cooperating in all appropriate background checks.