Customer Care Representative - Onsite

Category:
Customer Service/Support

This position will be located on-site in Las Vegas, Nevada.

As a Customer Support Specialist, you will serve as a primary point of contact for our clients, managing inbound and outbound communications with professional excellence. Utilizing a suite of web-based tools, you will efficiently resolve inquiries to ensure a seamless and positive customer experience. This role is ideal for individuals passionate about service delivery in a high‑velocity environment.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well‑being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(k) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

• Answering inbound telephone calls, chat, email & reviews in a skills‑based environment where transactions range from call transfers to in‑room work order requests to complex hotel, dining, event and entertainment reservations for customers
• Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management
• Answer Operator calls (Internal/External)
• Providing customers with a clear picture of company products and services; 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 a specific request cannot be met
• Presenting a positive view of the company and its properties when interacting with customers and fellow employees at all times
• Escalating difficult and complex situations to Team Leaders as they arise
• Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated
• Provide Team Leaders with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings
• Works diligently to support company culture and team philosophy throughout the property
• Comply with all departmental and company policies including company business ethics guidelines
• Maintain confidentiality of all company trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information
• Be willing to participate in peer‑to‑peer coaching on a one‑on‑one basis as well as to support the overall team by assisting on the call center floor by answering questions
• Demonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, Unlimited Future,” and values of Fast, Fun, Friendly, Fresh and Focused in all we do
• Exhibit conduct in accordance with all company regulations and Seminole Tribe of Florida departmental policies and procedures

• Two years or more of directly related experience in an inbound contact center or face‑to‑face customer service or similar customer service role
• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
• Knowledge of property management, reservations and player tracking systems (e.g., Windsurfer, SHR, HotSOS, Seven Rooms, LMS, CMP) is advantageous
• Proficiency in basic Windows and MS Office packages is very important
• Strong verbal communication skills
• Language Requirements:
  Bilingual (English & Spanish)
• Experience handling customer calls in a 24×7 sales‑oriented inbound environment
• Experience handling reservations or in the casino/hospitality industry is considered a plus
• Must be able to…