SER Call Center Spr

IN HOUSE POSTING:

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

SHIFT:

TBD

WAGE: $ 25.78

POSTED DATES: 10/15/2026-10/20/2026

Eligible Employer for Public Student Loan Forgiveness as a U.S. federal, state, local or tribal government

• Under the supervision of the Call Center Manager, supervise daily activities relating to the Call Center. Provide leadership whereby results are achieved in accordance with the objectives, goals, expectations, performance, and quality standards established for the department by the organization.

• Supervise Call Center staff to ensure all goals and expectations of the department are met.
• Establish and maintain open lines of communication with members of management for all properties to ensure daily operations run smoothly and accurately.
• Follow proper telephone etiquette and consistently provide first-class experiences to all internal and external guests.
• Be an enthusiastic, positive, and a professional role model who presents a friendly, non-rushed approach when answering phones and assisting all call center staff.
• Lead by personal example the philosophy of work conduct and personal development that lead to maximum satisfaction and performance.
• Monitor hotels reservations and activities, including but not limited to preparing reports, including call conversion, call tracking and call volume, and collaborating with Group Coordinator and Sales & Catering to control group blocks.
• Monitor perpetual inventory and availability of rooms to be sold at all times for all Soaring Eagle properties; update inventory online as needed. Recommend strategies for selling to the Call Center Manager and assist with input of rate strategies and codes into the system as needed. Assist with managing rate and room inventory for all properties to maximize occupancy and revenue.
• 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.
• Maintain continuous contact with hotel management to ensure the highest level of guest satisfaction with hotel guests.
• Work with Call Center Manager to update or change policies, procedures, regulations, and technologies on a continuous basis.
• Review accuracy of Call Center data and staffs measurable skill scores.
• Monitor and yield packages and rates based on hotel availability.
• Work to ensure that “special requests” of the guests are properly handled. Respond to unusual rate requests and special situations while maintaining a high level of standards.
• Handle guarantees, advance deposits, cancellations, and waitlists according to Call Center department procedures.
• Train and educate all call center staff on sale and up-selling techniques that meet our guests needs, requests, and preferences while also ensuring the optimal use of hotel inventory. Monitor, develop, and maintain selling strategies.
• Comply with all Soaring Eagle Casino & Resort Safety and Security policies and procedures.
• Investigate and return documents as required by Risk Management and Security when reporting accidents involving guests, employees, or company assets.
• Complete schedules, annual appraisals, disciplinary actions; screen and hire new associates to meet business needs. Review and update job descriptions as needed.
• Assist in processing weekly payroll to include timecard adjustments, approval of overtime and timecards, and proper transfer of wages as necessary.
• Assist in tracking all attendance-related occurrences for accuracy; ensure all occurrences and removals are issued in a timely manner.
• Issue appropriate counseling, re-training, or disciplinary action to ensure that all…