Contact Center Agent I - LOCATED IN LITTLE ROCK

Job Description

Job Description

Job Overview

The Contact Center Agent serves as the frontline ambassador for Saracen Casino Resort, responsible for delivering prompt, courteous, and knowledgeable assistance to guests through multiple communication platforms—including phone, email, chat, and web. Representatives provide support related to promotions, reservations, entertainment, and general inquiries while ensuring every guest interaction reflects the highest standards of service and professionalism.

Essential Job Functions and Responsibilities

• Respond to guest inquiries across multiple platforms (phone, email, chat) with accuracy and courtesy.
• Complete or update reservations for the casino hotel and restaurants.
• Provide up-to-date information regarding casino amenities, hotel, promotions, dining, and entertainment offerings.
• Document guest interactions and feedback accurately in the Contact Center system.
• Resolve guest concerns within established guidelines and escalate complex issues as needed.
• Support outbound campaigns for events, confirmations, and exclusive offers as directed.
• Maintain knowledge of current promotions, events, and departmental updates.
• Adhere to Contact Center protocols, procedures, and quality standards.
• Uphold a calm and professional demeanor in all interactions, even under pressure.
• Act as a role model and consistently present oneself as a credit to Saracen Casino Resort.
• Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed.
• Hours are determined by Contact Center operating hours : 8 : 00 a.m. to 12 : 00 midnight. (Subject to change based on business demands.)

Qualifications and Requirements

Physical and Environmental Demands

Saracen Safety Commitment

Each employee shall comply with occupational safety and health standards, and all rules, regulations, and orders issued pursuant to the OSH Act applicable to their own actions and conduct.

This includes :

Compliance with Standards : Employees must follow OSHA safety standards designed to protect against workplace hazards.

Adherence to Rules and Regulations : Employees must comply with all internal safety procedures and practices established under the OSH Act.

Personal Conduct : Employees have a personal responsibility to engage in safe work habits and avoid behaviors that may endanger themselves or others.

Employees are expected to adhere to and promote the Saracen READY Standards :

R – Recognize

E – Engage

A – Appreciate

D – Deliver

Y – Yes, We Can!

Saracen Casino Resort is an equal opportunity employer.