Representative - Call Center Agent (Full Time)

Bally's Corporation; Dover; On-site; GBP 40,000 - 60,000; Part time

Job summary

Join a forward-thinking company as a Call Center Agent, where you will be the voice of customer service excellence. This part-time role offers an opportunity to engage with guests, ensuring their needs are met while providing top-notch hospitality. You will coordinate accommodations, handle inquiries, and maintain guest confidentiality in a fast-paced environment. With competitive pay and a supportive team atmosphere, this position is perfect for those looking to grow their skills in a dynamic setting. If you thrive in a busy environment and enjoy helping others, this is the role for you!

Benefits

Competitive Salary with annual performance reviews

Comprehensive health coverage plan

401(K) with Company Match

Access to Perks and Childcare discounts

Qualifications

• High school diploma or GED required.
• Strong computer literacy and communication skills needed.
• Prior call center experience preferred.

Responsibilities

• Customize guest experiences by coordinating room accommodations.
• Handle high volume of customer interactions professionally.
• Input information accurately into various systems.

Skills

Customer Service

Communication Skills

Computer Literacy

Multi-tasking

Problem-Solving

Teamwork

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

Description

Why Bally's?

Bally's Corporation is a global casino-entertainment company with a growing omni-channel presence, currently owning and managing 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and having access to OSB licenses in 18 states. The recent acquisition of Aspers Casino in Newcastle, UK, further expands its international footprint and enhances its diverse entertainment offerings. It also owns Bally's Interactive International, formerly Gamesys Group, a leading, global, interactive gaming operator, Bally Bet, a first-in-class sports betting platform, and Bally Casino, a growing iCasino platform.

With 10,600 employees, the Company's casino operations include approximately 15,300 slot machines, 580 table games, and 3,800 hotel rooms. Bally's also has rights to developable land in Las Vegas post the closure of the Tropicana.

Upon completion of the announced merger with The Queen Casino & Entertainment Inc. ("Queen"), the above portfolio is expected to be supplemented with four additional casinos across three states, one of which will be an additional state that expands Bally's jurisdiction of operations to include the state of Iowa. Queen will also add over 900 employees, and operations that currently include approximately 2,400 slot machines, 50 table games, and 150 hotel rooms to the Bally's portfolio. Bally's will also become the successor of Queen's significant economic stake in a global lottery management and services business through its investment in Intralot S.A. (ATSE: INLOT).

The Role: Representative - Call Center Agent Part Time

Responsibilities:

• Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile.


• Ability to lead the call without impacting actually listening to the voice of the customer.


• Ability to quickly and accurately input information into various systems.


• Seeks and acts upon opportunities to up-sell accommodations.


• Maintains guest confidentiality at all times when reviewing information.


• Registers guests in player tracking software for select invitational events.


• Effectively deal with job stress, angry callers and upset customers. Understand the impact of voice tone when speaking with guests.


• Follows department standards and sequence of service. Participates in shop reports, and makes adjustments based on feedback from supervisor or manager.


• Must have a clear speaking voice, be comfortable with phone work and date entry.


• Needs to be able to type information into computer while speaking to customer on the phone.


• Promotes positive and productive motivation within the department.


• Respond to all guest inquiries professionally, courteously and promptly.


• Must be prepared and able to handle with composure and tact a high volume of repetitive customer interactions over the telephone in a fast paced environment. Always keep a smile in voice.


• Will handle hotel room reservations and casino offers. Handles additional offers for special events as required.


• Handles guest room deposits via credit cards that are placed on reservations.


• Maintains knowledge and ability to multi-task multiple systems to include but not limited to hotel property management systems, central reservations systems, revenue management systems, and call center systems.


• Utilizes Microsoft Office suite programs. i.e. Microsoft Office products, Excel, Word, Outlook etc.


• Assists with overflow calls from other properties as required.


• Maintains an effective and professional manner with all customers.


• Performs filing assignments as directed.


• Works safely, following all established safety rules and regulations.


• Communicates effectively with co-workers, supervisors and guests.


• Follows all relevant policies and procedures.

ADDITIONAL FUNCTIONS:

• Performs other duties as assigned.

Qualifications:

• High school diploma, GED or equivalent work experience required.


• Strong computer literacy skills.


• Must have excellent written and oral English communication skills, and telephone etiquette skills.


• Prior call center or customer service experience preferred.


• Must possess excellent hospitality and guest relations skills.


• Must be able to report to work on time as scheduled.


• Must be proactive and work well under pressure in a fast paced environment.


• Must be able to respond calmly and make rational decisions when handling guest conflicts.


• Must have outstanding coordination and organizational skills with the ability to multi-task.


• Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist (keyboard date entry) as well as prolonged viewing of data on a computer monitor.


• Must be able to work a varied shift schedule, including weekends and holidays.


• Must present an overall professional appearance and report to work in appropriate attire


• Must have the ability to work well with fellow employees - must be a team player.

What's in it for you:

• Competitive Salary with annual performance reviews


• Comprehensive health coverage plan that includes medical, dental, and vision


• 401(K)/ Company Match


• Access Perks and Childcare discounts

Target Hourly Starting Rate: $15/hr

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Let Bally's Bet on You - We can't wait to meet you!

Qualifications

Education

High School (required)

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.