Customer Care Representative - Customer Care
Job Description
The Customer Care Representative is a critical role in ensuring positive experiences for customers visiting our casino and hotel properties. This position involves handling a variety of customer inquiries and reservations, presenting a positive image of the company, and working collaboratively with team leaders.
Responsibilities
- Answering inbound telephone calls in a skills-based environment
- Responding to inbound customer and partner digital inquiries
- Providing customers with a clear picture of company products and services
- Making sure customer requests for reservations and other services are met and confirmed
- Selling additional products or services when appropriate
- Interacting positively with customers and colleagues
- Escalating issues to Team Leaders when necessary
- Evaluating individual performance and making improvements
- Supporting the company culture and team philosophy
- Maintaining confidentiality of company information
- Participating in peer-to-peer coaching
- Assisting on the call center floor as needed
Qualifications
- One year or more of directly related experience in an inbound contact center or similar customer service role
- Effective, demonstrable computer skills beyond basic keyboarding
- Understanding of property management, reservations, and player tracking systems (e.g. LMS, CMP)
- Proficiency in basic Windows and MS Office packages
- Strong verbal communication skills
- Experience handling customer calls in a sales-oriented inbound environment
- Experience with reservations or in the casino/hospitality industry is considered a plus
- Able to work flexible schedules
Benefits
We offer a comprehensive benefits package designed to help our team members stay healthy, plan for their future, and maintain a healthy work-life balance. Benefits may vary with employment status. For a full list of Team Member Benefits, please visit our career site: www.gotoworkhappy.com/benefits.
Required
As part of the Seminole Hard Rock Support Services employment process, final candidates will be required to complete a background check. These background checks may include, but are not limited to: Criminal Background Check.