Call Center Agent Representative

Bally’s Corporation; Dover (DE); On-site; USD 18,000 - 26,000; Full time

Benefits offered by this job

DART ride program

Delaware commute reimbursement

Job summary

Bally's Corporation in Dover, DE is seeking a friendly, detail‑oriented Guest Services Associate to manage hotel room reservations, review offers tied to player profiles, and handle high‑volume calls with courtesy and tact.

You will input data quickly into multiple systems, upsell accommodations and casino offers, and maintain guest confidentiality while delivering excellent hospitality and timely responses to inquiries. Weekend/night shifts required.

Qualifications

• High school diploma or equivalent.
• Strong computer literacy and data entry speed.
• Excellent English written and oral communication.
• Guest relations skills and hospitality mindset.
• Ability to handle high-volume calls calmly.

Responsibilities

• Customize guest experiences by coordinating room reservations.
• Upsell accommodations and casino offers as appropriate.
• Input information quickly into multiple systems.
• Maintain guest confidentiality and professional demeanor.
• Handle weekend, holiday, and night shifts as required.
• Respond to guest inquiries promptly and courteously.

Skills

Customer service

Communication

Multitasking

Listening

Education

High school diploma

Tools

Microsoft Office

Excel

Word

Outlook

CRM systems

Job description

• 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.
• 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.
• Performs other duties as assigned.
• Must be available to work weekends, holidays, and nights as scheduled
• 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 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.

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.
• Performs other duties as assigned.

Work Environment

• Must be available to work weekends, holidays, and nights as scheduled
• 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 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.

Additional Benefits

• Enjoy 30 consecutive days of free rides for new hires with DART and earn reimbursements via Delaware Commute Solutions

Starting Compensation

• $16.00/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.

Requirements

Role requirements

• High school diploma, GED or equivalent work experience required.
• Strong computer literacy skills.
• Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile.
• Maintains guest confidentiality at all times when reviewing information.
• Ability to quickly and accurately input information into various systems.
• Clear speaking voice, be comfortable with phone work and date entry.
• 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.
• 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.
• Assists with overflow calls from other properties as required.
• Utilizes Microsoft Office suite programs. i.e. Microsoft Office products, Excel, Word, Outlook etc.
• Must have excellent written and oral English communication skills, and telephone etiquette skills.
• Must possess excellent hospitality and guest relations skills.
• 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.

About Bally's

We're Bally's, and we've always been born to entertain.

Since the Ballyverse began way back in 1932, we've been creating engaging experiences everywhere, in a way that's accessible for everyone. Across Casinos & Resorts, Interactive, and Corporate, from the gaming floor to peoples' phones, we bring the thrill wherever our customers want to play.

But none of it would be possible without our people. Our team of 11,500 diverse minds who love what they do, celebrate each other's wins, and find fun in creating moments that matter.

Whether you're energized by guest connection, technical innovation, or both, there's a place for you at Bally's.