Contact Center Representative - Full-time - Maryland

Overview

Why We Need Your Talents :

The overall goal of the Contact Center Representative is to ensure all communications (digital and audio) are handled in a timely, professional, and courteous manner while providing quality services to both guests and team members.

Compensation : $17.50 / hr

Fully On Site

Priority staffing : Various shifts available.

Must Have Weekend Avaliability

Responsibilities

Where You'll Make an Impact :

• Curating an exceptional guest experience for our internal and external guests alike.
• Handle incoming digital and audio interactions (chats, emails, SMS, voicemails, etc) as needed or directed.
• Master opportunities to upsell services and accommodations according to brand standards.
• Follow up with guests as needed or directed and help bring closure to any outstanding issues.
• Ability to deescalate issues in a calm and professional manner.
• Route calls to the appropriate person / department.
• Always maintain guest confidentiality when reviewing information.
• Promote a positive and productive environment within the department.
• Provide concierge type services to VIP guests for invite only and complimentary events.
• Communicate open work orders affecting in-house guests to the appropriate departments.
• Maintain knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
• Maintain full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service.
• Maintain knowledge and skill levels on property specific systems including but not limited to : HMS, Loyalty, QCI, Hotsos, Opentable, Talkdesk, Mitel, In Moment, etc.
• Other related duties as assigned.

Qualifications

Skills to Help You Succeed :

• Impeccable service and conflict resolution skills.
• Effective salesmanship skills.
• Strong computer literacy skills.
• Strong communication and organizational skills.
• Effective prioritization skills.
• Reliable ownership and follow through skills.
• Ability to provide a luxury experience while engaging in every conversation with Team Members and guests.
• Ability to communicate effectively in one-on-one, small group, and large group situations.
• Ability to read, write and communicate verbally in English.
• Ability to apply common sense reasoning to service related scenarios.
• Ability to show up on time and ready to work at your station.
• Being a team player- someone who cares about the success of their team
• Ability to type quickly and accurately on a computer keyboard
• Multi-tasking with accuracy

Must-Haves :

• Education : A high school diploma or GED equivalent
• Exceptional guest service attitude
• Experience : One (1) year experience in telephone operations or switchboard operations or Hotel operations.
• Must be able to comply with all state gaming regulations, which may include obtaining a license.

Physical Requirements :

• Ability to use hands and fingers to handle and feel.
• Ability to frequently talk, hear, walk, and sit.
• Ability to occasionally use hands and arms to reach, legs and feet to balance, stoop, kneel or crouch.
• Ability to stay in a seated position for up to an 8 hour shift.
• Ability to regularly lift and / or move up to 5 pounds and infrequently lift and / or move up to 10 pounds.
• Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials.

What We Offer

Perks We Offer You

• Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents
• Generous retirement savings options are available.
• Free uniforms
• Free parking
• Discounted meals
• Service and Attendance bonuses
• Tuition reimbursement
• Discounts on hotels, theme parks, travel, and more!

Life at Live!

• 24 / 7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• Casino is over 100,000 square feet and requires the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed
30+ days ago