Customer Service Representative - Onsite

Teleperformance • Enterprise, NV

2d • Onsite

About The Position

This onsite role in Las Vegas, Nevada, serves as a primary point of contact for clients, managing inbound and outbound communications using web-based tools to resolve inquiries and deliver a positive customer experience. The position operates in a high-velocity, sales-oriented customer service environment and requires bilingual English and Spanish communication. The representative handles customer and partner inquiries across telephone, chat, email, and reviews, provides information about company products and services, identifies appropriate sales opportunities, escalates complex issues, and works with team leaders and quality coaches to improve performance and service delivery. The role requires flexibility to work schedules that may change based on business and customer needs.

Requirements

• At least two years of directly related experience in an inbound contact center, face-to-face customer service, or a similar customer service role.
• Bilingual proficiency in English and Spanish.
• Effective computer skills beyond basic keyboarding and an understanding of telephone etiquette.
• Proficiency in basic Windows and Microsoft Office packages.
• Strong verbal communication, listening, analytical, organizational, and problem-solving skills.
• Ability to collaborate effectively with team members, supervisors, and support departments.
• Ability to prioritize tasks and work well under pressure while remaining focused.
• Ability to analyze customer issues quickly and make thoughtful, informed decisions.
• Proactive, solution-oriented approach focused on creating a positive customer experience.
• Ability to follow established procedures, accept feedback, adapt to evolving policies, and work a structured schedule with a variety of shifts.
• Willingness to work flexible schedules based on business needs; schedules may change based on business or customer needs.

Nice To Haves

• Knowledge of property management, reservations, and player tracking systems such as Windsurfer, SHR, HotSOS, SevenRooms, LMS, or CMP.
• Experience handling customer calls in a 24x7 sales-oriented inbound environment.
• Experience handling reservations or working in the casino or hospitality industry.

Responsibilities

• Find effective and innovative ways to respond to customer questions, issues, and concerns.
• Answer inbound telephone calls, chats, emails, and reviews in a skills-based environment.
• Respond to inbound customer and partner digital inquiries using methods and language defined by management.
• Answer internal and external operator calls.
• Explain company products and services while leading the call and listening to the customer.
• Identify appropriate up-sell opportunities and attempt to cross-sell when a specific customer 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 individual performance and address areas for improvement.
• Share observations from customer interactions and suggest improvements to processes, products, or services.
• Support the company culture and team philosophy.
• Comply with departmental and company policies, including business ethics guidelines.
• Maintain the confidentiality of trade secrets and proprietary information, including business processes, customer information, and marketing plans.
• Participate in one-on-one peer coaching and assist the team on the call center floor by answering questions.

Benefits

• Eligible team members may receive medical, vision, and dental benefits.
• Employment Assistance Programs, health and personal time off, and leave programs, subject to eligibility.
• Competitive 401(k) plans.
• Life insurance and supplemental medical coverage.
• Critical care insurance.
• Pet insurance.
• Flexible spending account plans.
• Retailer discounts.

What This Job Offers

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