Reservations​/Call Center Representative

About the Role

The Reservations/Call Center Representative is responsible for providing customers with a clear picture of Ocean Casino Resort products and services.

• 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 (keyboard 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).

• One year or more of directly related experience in an inbound contact center.

• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette.
• Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, ACSC) along with proficiency in basic Windows and MS Office packages is 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 a plus.
• Ability to effectively communicate in English.

• Free meal on shift
• Training & Development
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k,)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off

Pay Rate: $17.50/HR