SER Call Center Lead Agnt

Call Center Supervisor

OPEN TO THE PUBLIC

SHIFT: TBD

WAGE: $19.37

Any SCIT Tribal Members or associate that works for SECR, SELC & SCIT may apply

Position Summary:

Under the supervision of the Call Center Supervisor, utilize advanced Call Center knowledge to assist in providing the department with leadership whereby they achieve results in accordance with the objectives, goals, expectations, performance, and quality standards established for the department by the organization.

Essential Duties and Responsibilities:

• Follow proper telephone etiquette and consistently provides first-class experiences to all internal and external guests.
• Present a friendly, professional non-rushed approach when answering phones and assisting associates.
• Complete data entry regarding events to accurately track number of rooms, tickets given and guest names.
• Monitor online reservation activity, updating reservations appropriately and following up with guests regarding requests or incorrect rates.
• Work closely with casino hosts to ensure high level VIP guests room reservations are completed.
• Assist in training Call Center Agents on sale and up-selling techniques that meet guests needs, requests, and preferences while also ensuring the optimal use of hotel inventory. Assist with training all new Call Center Agents on job duties, phone etiquette, scripting and knowledge of all properties and systems.
• Provide coaching and feedback to associates and supervise agents to ensure all goals and expectations of the department are met.
• Work to ensure that "special requests" of the guests are properly handled. Respond to unusual rate requests and special situations keeping in mind what is best for the organization while maintaining a world-class level of service.
• Resolve all guest conflicts that may arise pertaining to hotel reservations. Coordinate with other departments as needed to resolve issues without transferring the guest to other areas, if possible.
• Complete shift duties as assigned per the Call Center Supervisor or Manager.
• Issue appropriate counseling, re-training, or disciplinary action to ensure all standards are being met. Provide details and accurate input on job performance, work habits, weaknesses, and strengths to coordinate with Call Center Manager, Director, and HR on any disciplinary action or evaluation.
• Assist in monitoring perpetual inventory and availability of rooms to be sold at all times. Recommend strategies for selling to the Call Center Manager and assist with input of rate strategies and codes into the system, as well as online inventory monitoring.
• Maintain contact with hotel management to ensure the highest level of guest satisfaction for hotel guests.
• Handle guarantees, advance deposits, cancellations, and waitlists according to Call Center department procedures and provide suggestions for updates or changes.
• Track all attendance-related occurrences. Issue occurrences as needed and ensure removals are handled in a timely manner.
• Comply with all Soaring Eagle Casino & Resort Safety and Security policies and procedures.
• Investigate and return proper documents as required by Risk Management and Security when reporting accidents involving guests, employees, or company assets.
• Follow all company drug enforcement policies.
• Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
• Must maintain strict confidentiality and present a positive, professional demeanor and image at all times.
• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and…