Customer Care Agent - Customer Care

Responsibilities

• Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, event and entertainment reservations for VIP guests.
• Responding to and researching guest concerns through various forms of communication which can include but not be limited to calls, chat, text, emails etc.
• Extending the appropriate guest appeasement for service breakdowns or relationship recovery.
• Document, track and communicate resolution for each guest.
• Serving as escalation point for difficult player-related telephone calls; amicably resolve guest related problems in a fast paced environment.
• Reviewing, on a proactive basis, charges posted to hotel folios by new gaming guests during an evaluation period; assisting Player Development to pick-up charges as appropriate to enhance guest experience and intent to return.
• Providing guests with a clear picture of Seminole Gaming’s products and services; always leading the call without failing to listen to the voice of the guest.
• Ensuring that guest requests for reservations and other services are met and confirmed within the guidelines established by management.
• Handling hotel cashiering duties in the form of posting and refunding advanced deposits, etc.
• Creating and maintaining group master accounts
• Inputting group rooming lists as needed
• Working as liaison between Customer Care and Hotel Sales department to ensure the integrity of all group-related room inventory and master accounts
• Serving as a point of escalation for Customer Care Representatives in need of help with complex reservation processing
• Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met
• Presenting, at all times, a positive view of the Seminole Gaming and its properties when interacting with guests and fellow team members
• Escalating difficult and complex situations as they arise
• Working diligently to support the “Five Fs” culture and team philosophy throughout the property
• Complying with all departmental and Company Policies including Seminole Gaming’s business ethics guidelines
• Demonstrating 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
• Exhibiting conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures
• Ensuring prompt and discrete notification to management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations
• Show a commitment to ensuring responsible gaming and responsible alcohol service by discretely notifying appropriate management of concerns and observations

Qualifications

• One year or more of directly related experience in an inbound contact center
• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
• Strong Business Writing skills
• Ability to communicate in multiple channels always representing the company professionally
• Knowledge of Social Media and the role they play
• Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, CMP) along with proficiency in basic Windows and MS Office packages are considered a plus
• Strong verbal communication and interpersonal skills
• Experience handling guest calls in a sales-oriented inbound environment
• Experience handling reservations in the casino / hospitality industry is considered a plus
• Ability to work independently and under direct supervision, while maintaining a high level of productivity
• Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (keyboard data entry) as well as prolonged viewing of data on a computer monitor
• Must be prepared and able to handle, with composure and tact, a high volume of repetitive guest interactions including escalated calls
• Must be prepared to creatively resolve guest disputes; must be prepared to honor or decline guest requests in a manner which is authoritative and confident, yet respectful and polite
• Demonstrate scheduling flexibility, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required)