Reservations/Call Center Representative - Part Time

Ocean Casino Resort•Atlantic City, NJ

2d•Onsite

About The Position

The Reservations/Call Center Representative is responsible for providing customers with a clear picture of Ocean Casino Resort products and services. This role involves handling a high volume of inbound telephone calls and email inquiries, managing reservations for hotel, dining, events, transportation, and entertainment, and ensuring customer satisfaction while promoting the resort's offerings.

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.
Ability to effectively communicate in English.

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.