Overview

Job Opportunity: Contact Center RepresentativeMin Compensation: USD $17.50/Hr.Max Compensation: USD $17.50/Hr.Overview: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/hrFully On SitePriority staffing: Various shifts available.Must Have Weekend AvailabilityResponsibilitiesWhere 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.QualificationsSkills 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 equivalentExceptional guest service attitudeExperience: 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 OfferPerks We Offer YouComprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members include:Free Basic Life InsuranceFree Short Term & Long-Term DisabilityGenerous retirement savings optionsPaid Time OffTuition ReimbursementOn-site Wellness center for Team Members and eligible dependents (Maryland Property only)Training and pathways for career growthRobust Rewards & Recognition ProgramsAnnual Merit Based Pay IncreasesDiscreti