Customer Care Agent II - Customer Care

About the Role

The Specialist position represents an advancement beyond the Customer Care Representative role with more specialized, complex reservations work and fewer repetitive inbound phone calls. Specialists handle group reservations, setup, and complex VIP reservations. They also research and investigate guest concerns from various channels, including calls, emails, GEM surveys, Mystery Shoppers, and social media.

Responsibilities

• Answer inbound telephone calls in a skills-based environment, handling transactions ranging from account inquiries and complimentary requests to complex hotel, dining, event, and entertainment reservations for VIP guests.
• Respond to and research guest concerns through various forms of communication, including calls, chat, text, and emails.
• Extend appropriate guest appeasement for service breakdowns or relationship recovery; document, track, and communicate resolutions.
• Serve as an escalation point for difficult player-related telephone calls; resolve guest-related problems in a fast-paced environment.
• Proactively review charges posted to hotel folios by new gaming guests during an evaluation period; assist Player Development in picking up charges to enhance guest experience.
• Provide guests with a clear picture of Seminole Gaming’s products and services while actively listening to guest feedback.
• Ensure guest requests for reservations and other services are met and confirmed within management guidelines.
• Handle hotel cashiering duties, including posting and refunding advanced deposits.
• Create and maintain group master accounts; input group rooming lists as needed.
• Act as a liaison between Customer Care and the Hotel Sales department to ensure the integrity of group-related room inventory and master accounts.
• Serve as a point of escalation for Customer Care Representatives needing help with complex reservation processing.
• Identify and exploit up-sell opportunities; attempt to cross-sell when specific requests cannot be met.
• Present a positive view of Seminole Gaming and its properties in all guest and team member interactions.
• Escalate difficult and complex situations as they arise.
• Work with Quality Coach, Team Leaders, and Managers to evaluate and improve individual performance.
• Provide Team Leaders with observations from guest interactions, offering suggestions to improve processes, products, or services.
• Support the “Five Fs” culture (Fast, Fun, Friendly, Fresh, Focused) and team philosophy.
• Comply with all departmental and Company Policies, including business ethics guidelines.
• Demonstrate actions aligning with the Company’s mission: “Unconquered Vision, Unparalleled Service, Unlimited Future.”
• Exhibit conduct in accordance with Gaming Commission Regulations and Seminole Tribe of Florida policies.
• Ensure prompt and discreet notification to management or the Ethics Hotline of any illegal acts or internal ethics violations.
• Commit to responsible gaming and alcohol service by discreetly notifying management of concerns.

Requirements

• 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 professionally across multiple channels.
• Knowledge of social media and its role in guest interactions.
• Knowledge of property management, reservations, and player tracking systems (e.g., LMS, ARTS, CMP) is a plus.
• Proficiency in basic Windows and MS Office packages.
• 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 a plus.
• Ability to work independently and under direct supervision while maintaining high productivity.
• Ability to remain seated for an entire shift, handling repetitive keyboard data entry and prolonged computer monitor use.
• Ability to handle, with composure and tact, a high volume of repetitive guest interactions, including escalated calls.
• Ability to creatively resolve guest disputes while confidently honoring or declining requests in a respectful manner.
• Scheduling flexibility, including weekend and holiday shifts, based on fluctuating inbound call volume.

Benefits

We offer a comprehensive benefits package that supports team members' health, well-being, and work-life balance. Benefits may vary with employment status. For a full list of benefits, visit www.gotoworkhappy.com/benefits.