Reservations/Call Center Representative - Full Time

Ocean Casino Resort•Atlantic City, NJ

20h•$18

About The Position

About the Role The Reservations/Call Center Representative is responsible for providing customers with a clear picture of Ocean Casino Resort products and services. Position Responsibilities Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, events, transportation and entertainment reservations. Responding to inbound customer e-mail inquiries, using methods and verbiage defined by management 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 when a specific request cannot be met Presenting, at all times, a positive view of the Ocean Casino Resort when interacting with customers and fellow employees Escalating difficult and complex situations to Call Center Supervisors as they arise Provide Call Center Supervisors with important observations pulled from many customer interactions, offering suggestions to improve process, product or service offerings Performs all other related and compatible duties as assigned Essential Functions Must be prepared and able to handle, with composure and tact, a high volume of repetitive customer interactions over the telephone in a fast paced, sales-oriented environment Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (key board data entry) as well as prolonged viewing of data on a computer monitor Must demonstrate scheduling flexibility, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required)

Requirements

One year or more of directly related experience in an inbound contact center
Effective, demonstrable computer skills (beyond basic key boarding) and understanding of telephone etiquette

Nice To Haves

Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, ACSC) along with proficiency in basic Windows and MS Office packages are considered a plus
Strong verbal communication skills
Experience handling customer calls in a sales-oriented inbound environment
Experience handling reservations or in the casino / hospitality industry is considered a plus

Responsibilities

Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, events, transportation and entertainment reservations.
Responding to inbound customer e-mail inquiries, using methods and verbiage defined by management
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 when a specific request cannot be met
Presenting, at all times, a positive view of the Ocean Casino Resort when interacting with customers and fellow employees
Escalating difficult and complex situations to Call Center Supervisors as they arise
Provide Call Center Supervisors with important observations pulled from many customer interactions, offering suggestions to improve process, product or service offerings
Performs all other related and compatible duties as assigned
Must be prepared and able to handle, with composure and tact, a high volume of repetitive customer interactions over the telephone in a fast paced, sales-oriented environment
Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (key board data entry) as well as prolonged viewing of data on a computer monitor
Must demonstrate scheduling flexibility, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required)