Customer Care Representative - Customer Care

Hard Rock Hotel & Casino Ottawa

About The Position

The Customer Care Representative provides callers with a positive experience during and in advance of visits to the company’s casino and hotel properties. Acting as the voice of the company and its properties, the Representative handles frequent customer interactions within a structured framework of readily available information, management support, and measurable goals. The role includes inbound telephone and digital inquiries, customer service, reservations, and sales-oriented opportunities. The Representative also supports team performance, company culture, and compliance with company and Seminole Tribe of Florida policies.

Requirements

At least one year of directly related experience in an inbound contact center or similar customer service role.
Demonstrable computer skills beyond basic keyboarding and understanding of telephone etiquette.
Strong verbal communication skills.
Experience handling customer calls in a sales-oriented inbound environment.
Ability to work flexible schedules based on business needs.

Nice To Haves

Knowledge of property management, reservations, and player tracking systems such as LMS and CMP.
Experience handling reservations or working in the casino or hospitality industry.

Responsibilities

Answer inbound telephone calls in a skills-based environment, handling call transfers, in-room work order requests, and hotel, dining, event, and entertainment reservations, including for VIP customers.
Respond to inbound customer and partner digital inquiries using methods and wording defined by management.
Explain company products and services clearly while leading calls and listening to customers.
Meet and confirm customer reservation and service requests within management guidelines.
Identify appropriate up-sell opportunities and attempt to cross-sell when a specific request cannot be met.
Present a positive view of the company and its properties when interacting with customers and employees.
Escalate difficult and complex situations to Team Leaders.
Work with Quality Coaches and Team Leaders to evaluate and improve individual performance.
Share observations from customer interactions and suggest improvements to processes, products, or services.
Support company culture and team philosophy throughout the property.
Comply with departmental and company policies, including business ethics guidelines.
Protect confidential company trade secrets and proprietary information, including business processes, customer information, and marketing plans.
Participate in one-on-one peer coaching and assist the call center team by answering questions on the floor.
Demonstrate behaviors that reinforce the company mission and values.
Follow company regulations and Seminole Tribe of Florida departmental policies and procedures.