Customer Care Representative - Onsite

Teleperformance • Enterprise, NV

1d • Onsite

About The Position

As a Customer Support Specialist, you will serve as a primary point of contact for our clients, managing inbound and outbound communications with professional excellence. Utilizing a suite of web-based tools, you will efficiently resolve inquiries to ensure a seamless and positive customer experience. This role is ideal for individuals passionate about service delivery in a high-velocity environment.
TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Requirements

• Two year or more of directly related experience in an inbound contact center or face to face customer service or similar customer service role.
• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette.
• Proficiency in basic Windows and MS Office packages is very important.
• Strong verbal communication skills.
• Language Requirements: Bilingual (English & Spanish).
• Experience handling customer calls in a 24x7 sales-oriented inbound environment.
• Must be able to work flexible schedules based on the needs of the business. Schedule subject to change based on business/customer needs.
• Demonstrate commitment to following established procedures and be customer service driven.
• Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• Outstanding communication, listening, and analytical skills.
• Strong organizational and problem-solving skills.
• Ability to prioritize tasks and work well under pressure while remaining focused.
• Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
• Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
• Proactive approach to problem-solving with a focus on creating a positive customer experience.

Nice To Haves

• Knowledge of property management, reservations and player tracking systems (e.g. Windsurfer, SHR, HotSOS, SevenRooms, LMS, CMP) is advantageous.
• Experience handling reservations or in the casino / hospitality industry is considered a plus.

Responsibilities

• Find innovative ways to respond to varying questions, issues, and concerns.
• Answer inbound telephone calls, chat, email & reviews 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 customers.
• Respond to inbound customer and partner digital inquiries, using methods and verbiage defined by management.
• Answer Operator calls (Internal/External).
• Provide customers with a clear picture of company products and services; always leading the call without failing to listen to the voice of the customer.
• Ensure that customer requests for reservations and other services are met and confirmed within the guidelines established by management.
• Sense and exploit up-sell opportunities where appropriate; always attempting to cross-sell in cases a specific request cannot be met.
• Present a positive view of the company and its properties when interacting with customers and fellow employees at all times.
• Escalate 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.
• Work 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 values of Fast, Fun, Friendly, Fresh and Focused in all we do.
• Exhibit conduct in accordance with all company regulations and Seminole Tribe of Florida departmental policies and procedures.

Benefits

• Comprehensive health benefits, which may include medical, vision, and dental.
• Mental health and well-being resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.
• Competitive 401(K) plans.
• Life insurance.
• Supplemental medical coverage.
• Critical care insurance.
• Pet insurance.
• FSA plans.
• Retailer discounts.

What This Job Offers

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