Call Center Rep

About Bally’s

Bally’s Corporation is one of the world’s leading entertainment companies, with millions of players across digital gaming platforms and traditional casino venues. Recognized for our innovation, energy, and dedication to creating thrilling gaming experiences, we were born to entertain! A career with Bally’s means starting on a path to endless possibilities. Our growing business is searching for service‑mindful individuals looking for a place to build and grow, excel, and truly make a difference.

So, if you want to be challenged in an exciting and fast‑paced environment, this is the place for you!

As a Call Center Rep, you will perform a variety of tasks including answering/routing phone calls, delivering messages, handling complaints, and disseminating information. The position is often the first encounter a guest has prior to the arrival of the property and is thus very influential in creating the first impression of the hotel. This position’s wage is $15.50. This position is part‑time working Tuesday & Wednesday 2 p‑10 p and Friday 8 a‑p.

• Enhances the guest experience by providing exceptional service.
• Answers incoming phone calls, routing as necessary.
• Responds to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc.
• Relays “guest requests” to appropriate staff.
• Ensures calls are answered promptly and in accordance to department standards.
• Follows established emergency procedures.
• Assists guests in fulfilling their requests – room changes, extra amenities, etc.
• Processes and submits end‑of‑shift reports.
• Contacts Housekeeping and Facilities department when guests report room issues.
• Adheres to department and property policies and procedures.
• Confirms reservations.
• Verifies future reservations are correct for future arrivals.
• Assists guests in resolving complaints.
• Disseminates information to guests about the property and local area.
• Maintains knowledge of property information & memorabilia.
• Other duties as assigned.

• Excellent customer service skills.
• High School graduate or equivalent.
• Excellent written and verbal communication skills.
• Must be able to obtain and maintain a gaming license issued by the Illinois Gaming Board.
• Must be able to work nights, weekends, holidays.
• Must be 21 years of age.
• Must pass a company background investigation.

• Frequently required to lift up to a maximum of 30 pounds.
• Regularly required to see, talk, hear, walk, sit, and stand.
• Frequently required to use hands to handle, feel, and reach.
• Required to sit for long periods of time.
• Occasionally required to stoop.
• Occasionally lift and or move up to 30 pounds.

The work environment contains bright lights, loud noise, and stressful situations.

• Competitive wages with annual performance reviews.
• Comprehensive health coverage plan that includes medical, dental, and vision.
• 401(K)/ Company Match.
• Access perks and childcare discounts.

The above description denotes some of the specific characteristics which are necessary to perform the principal functions of the job and are not intended to be a description of all work requirements that may be inherent in the position.