SER Call Center Agent FT

Soaring Eagle Casino • Mount Pleasant, MI

388d

About The Position

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.

Requirements

• 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.

Nice To Haves

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

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Accommodation
• Education Level: High school or GED