Customer Service Representative - Onsite
About The Position
The Customer Service Representative works onsite in Las Vegas, Nevada, serving as a primary point of contact for clients and customers. The role manages inbound and outbound communications and uses web-based tools to resolve inquiries and provide a positive customer experience in a high-velocity environment. The representative handles telephone, chat, email, review, and operator inquiries, explains company products and services, identifies appropriate sales opportunities, and escalates complex situations. The role also collaborates with team leaders and quality coaches, contributes observations to improve service, and supports team culture and peer coaching.
Requirements
- Two or more years of directly related experience in an inbound contact center, face-to-face customer service, or a similar customer service role.
- Effective computer skills beyond basic keyboarding and an understanding of telephone etiquette.
- Proficiency in basic Windows and MS Office packages.
- Strong verbal communication skills.
- Bilingual in English and Spanish.
- Experience handling customer calls in a 24x7 sales-oriented inbound environment.
- Ability to work flexible schedules based on business needs; schedules may change based on business or customer needs.
- Ability to follow established procedures and collaborate effectively with team members, supervisors, and support departments.
- Outstanding communication, listening, and analytical skills.
- Strong organizational and problem-solving skills.
- Ability to prioritize tasks and work well under pressure while remaining focused.
- Ability to receive feedback, adapt to evolving policies, and work within a structured schedule that includes a variety of shifts.
- Critical thinking and proactive problem-solving skills focused on creating a positive customer experience.
Nice To Haves
- Knowledge of property management, reservations, and player-tracking systems such as Windsurfer, SHR, HotSOS, SevenRooms, LMS, or CMP.
- Experience handling reservations or working in the casino or hospitality industry.
Responsibilities
- Answer inbound telephone calls, chats, emails, and reviews in a skills-based environment.
- Respond to inbound customer and partner digital inquiries using methods and wording defined by management.
- Answer internal and external operator calls.
- Explain company products and services clearly while leading calls and listening to the customer.
- Identify appropriate up-sell opportunities and attempt cross-selling 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 individual performance and improve where needed.
- Share observations from customer interactions and offer suggestions to improve processes, products, or services.
- Support company culture and team philosophy, and comply with departmental and company policies, including business ethics guidelines.
- Maintain the confidentiality of trade secrets and proprietary information.
- Participate in one-on-one peer coaching and assist the team by answering questions on the call center floor.
Benefits
- Eligible team members may receive medical, vision, and dental health benefits.
- Employment Assistance Program resources.
- Health and personal time off and leave programs, subject to eligibility.
- Competitive 401(k) plans.
- Life insurance.
- Supplemental medical coverage and critical care insurance.
- Pet insurance.
- Flexible Spending Account plans.
- Retailer discounts.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
