Customer Care Representative - Onsite

Teleperformance•Las Vegas, NV

8d•Onsite

About The Position

This position will be located on-site in Las Vegas, Nevada. 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. Join us in transforming the digital business landscape. At TP, we blend cutting-edge high-tech solutions with an essential high-touch human connection. You will be a vital part of a team that empowers global companies to quickly adapt and deliver exceptional experiences. Your potential for growth here is limitless. We are committed to fostering career advancement, as proven by the journey of our Chief Executive Officer Americas, who started as an agent and rose to the highest levels of the company. At TP, we provide the platform; your ambition sets the limit. We also welcome applications from active-duty service members, veterans, and military families. Please mention your service to the recruiter! TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

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
Bilingual (English & Spanish)
Experience handling customer calls in a 24x7 sales-oriented inbound environment
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.
Answering 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
Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management
Answer Operator calls (Internal/External)
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 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