Marketing Services Representative

WE'RE CHANGING ENTERTAINMENT. COME JOIN US.

We're always looking for talent that believes in having fun. At PENN Entertainment, you'll get to be a part of an exciting industry, where the days and nights are fast paced. You'll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You'll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits- such as day-one medical coverage, 401(k) matching, and annual performance bonus may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

• Provides superior guest service by demonstrating and up-selling with expert knowledge all levels of the Players card benefits, current promotions and/or events, the casino floor layout, and any Direct Mail offers. Guest interactions will include engaging, efficient, informative assistance.
• Promotes the Players Club program by recruiting, enrolling, and educating guests on how to use the players card whereby supporting the operation of the program. Additionally, conducts inbound and outbound calling, providing quality service and effective selling through the use of a telecommunications database and telephonic system.
• Expediently handles guest concerns, inquiries, and requests.
• Performs the professional and courteous handling of incoming guest calls and reservation requests while realizing campaign goals, fulfilling data entry requirements, and achieving call time and volume objectives.
• This position is responsible for providing a high level of guest service and promoting a positive attitude to create a fun and entertaining experience for our guests and team members.
• Understands and adheres to all property and departmental standards, policies, and procedures.
• Must be knowledgeable in all Marketing Services areas.
• Consistently performs duties in compliance with all departmental service standards, department-specific policies and procedures, and policies set forth within the property Employee Guidance Manual.
• Receives inbound calls and dispatches or handles appropriately.
• Performs outbound calling efforts as scheduled and prioritized by the supervisor or ETS system.
• Performs basic functions, data input, and acquires information from the following: CDS, LMS, and PBX.
• Achieves established levels of activity and meets objectives for number and length of calls attempted, calls completed, sales results, abandoned calls, up-selling, and the accuracy and completeness of data input.
• Maintains detailed awareness regarding current and upcoming property events, promotions, entertainment, packages, Club benefits, food specials, and other offers for information dissemination and up-selling.
• Handles reservation requests for invitational events, hotel, and concerts.
• Utilizes event manifests, RSVP spreadsheets, and fact sheets as needed to fulfill Call Center initiatives.
• Provides regular updates on reservation status and response summaries.
• Directly handles guest issues and concerns, determining alternate solutions and resources in order to resolve issues.
• Works in harmony with supervisor and other department personnel to
  * escalate* the handling of guest issues as needed to remedy guest dissatisfaction.
• Delivers phone scripts in a compelling and confident manner, effectively offers tool box amenities, and establishes follow up action when executing outbound calls.
• Carries out several simultaneous tasks: takes rapid-arriving incoming calls in succession, provides courteous, personalized, and professional service, and immediately and accurately enters and assesses data across multiple systems and programs.
• Consistently follows the processes and procedures outlines for handling calls including up-selling, personalization, standardization, and quality control measures.
• Performs a variety of record keeping, filing, indexing, and other general administrative functions.
• Operates a variety of communication equipment.
• Remains patient and friendly at all times, communicating clearly, succinctly, and with utmost enthusiasm.
• Consistently performs critical…