SER Call Center Agent FT

Soaring Eagle Casino-posted about 1 year ago

Full-time • Entry Level

Mount Pleasant, MI

Accommodation

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The position involves assisting guests in a call center environment under the supervision of the Call Center Lead Agent. The role focuses on providing excellent customer service, managing reservations, and ensuring a first-class experience for guests in a fast-paced, high call volume setting.

Answer phones in a friendly, professional manner following scripted greetings and farewells.
Maintain knowledge of all properties and local area to respond to guest inquiries.
Obtain reservation information quickly and accurately from callers.
Handle special requests from guests and match them to the best reservation options.
Upsell hotel outlets and services to guests.
Inform guests of hotel policies and procedures as needed.
Create, verify, modify, or cancel room and site reservations.
Assist Players Club Members with free room offers.
Complete call backs for newly released monthly offers with held rooms.
Maintain accurate reservation information using the hotel reservation computer system.
Monitor room inventory and availability at all times.
Address guest complaints and escalate to management when necessary.
Collaborate with staff to ensure smooth hotel operations and a first-class guest experience.
Provide excellent customer service to all internal and external customers.
Maintain confidentiality and present a professional image at all times.

High School Diploma or GED.
Must be at least 18 years of age.
One year of customer service work experience.
Ability to pass a typing test of at least 30 wpm.
Availability to work all three shifts including weekends and holidays.
Ability to obtain and maintain a gaming license.

Previous reservation experience with hotel, car rental, airline, or cruise.

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SER Call Center Agent FT

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