Teleservices Agent II

Duties and Responsibilities

• Acts as the voice of Wind Creek answering all forms of communication including but not limited to phone calls, SMS messages, chats, emails, Web contact forms and internal transfers
• Fulfills all contact forms and host reservation requests
• Performs outbound cold calling to attempt to upsell/book additional services or amenities
• Builds package itineraries and schedules accordingly
• Books hotel, spa, cooking studio, and restaurant reservations
• Provides a warm greeting using voice intonation that is friendly and inviting to the guest
• Engages with customers, provides meaningful response(s) to their requests and needs and engages in dialogue
• Utilizes multiple systems to resolve guest inquiries and confirm venue reservations at all Wind Creek Properties
• Maintains composure with guests in difficult situations; some interactions require de-escalation
• Remains up to date on all property information to be able to answer questions pertaining to promotions, guest rewards, special events, and general information
• Upsells and cross-sells property amenities including hotel, restaurants, cooking studio, entertainment center, and spa
• Serves all guests with the utmost hospitality by effectively demonstrating Wind Creek Hospitality’s guest service expectations
• Answers calls within specific time parameters and completes calls in a timely manner

Job Requirements

• High School diploma or GED required or currently enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment
• Must be twenty-one (21) years of age or older
• Six (6) months experience at a Wind Creek Hospitality contact center- required
• One (1) year of customer service/hospitality experience - required
• Must have proficiency in VIP/Host booking requests and Chat within three (3) months- required
• Must have completed a keyboarding and micro-computer applications efficiency; a skills test will be administered and must have a minimum pass rate of 70% or higher- required
• Must possess general knowledge of property amenities including the Hotel, Fine Dining, Spa, Entertainment, and Culinary Experiences; a skills test will be administered and must have a minimum pass rate of 70% or higher-required
• Must be proficient with Bally’s Casino Marketplace, Open Table, and Opera; a skills test will be administered and must have a minimum pass rate of 70% or higher- required
• Must be able to proficiently utilize digital technology and multiple systems at once
• Demonstrated ability to effectively share ideas with others
• Demonstrated ability to stay up-to-date on new and changing technologies from diverse sources and disciplines that are for web savvy users as well as everyday people in order to assist callers
• Outstanding organizational skills and ability to handle multiple systems simultaneously in a timely manner
• Must be willing to solve people’s problems
• Must be willing to proactively enhance the customer experience
• Must be willing to work hard and enjoy learning
• Thrive on the excitement of working as part of a goal-oriented team
• Able to work in a fast paced and frequently changing environment and meet deadlines
• Must be able to pass a panel interview
• Must pass a job audition
• Able to multi-task and process varying degrees of information while maintaining a friendly and professional demeanor with callers
• Must be flexible with work shifts; willing to work all shifts when requested or required
• Willing to work odd and irregular hours including nights, weekends and holidays
• Willing to travel and participate in training as recommended or required
• Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
• Must have willingness and ability to work in a smoke/secondary smoke environment