Call Center Agent Representative

Bally's; Dover (DE); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

30 days consecutive free rides with Dؘ

Delaware commute reimbursements

Job summary

Bally's in Dover, DE is seeking an attentive guest services associate to coordinate room reservations and offers while handling high-volume phone interactions. You will up-sell accommodations and loyalty offers, input data into multiple systems, and safeguard guest information with professional care.

The role requires a clear speaking voice, strong communication, and the ability to work weekends, holidays and nights as scheduled. Prior MS Office and hotel system experience is a plus.

Qualifications

• High School diploma or equivalent required.
• Minimum experience in customer service or call center.
• Ability to work weekends, holidays and nights as scheduled.

Responsibilities

• Customizes guest experience by coordinating and reserving room accommodations and offers.
• Lead calls with a strong listening approach while addressing the guest voice.
• Input information quickly and accurately into multiple systems during calls.
• Upsell accommodations and casino offers to guests when appropriate.
• Maintain guest confidentiality and secure handling of personal data.
• Handle hotel reservations and manage deposits via credit cards on file.
• Use hotel property management, central reservations and CRM systems efficiently.
• Communicate professionally with guests and team members; manage high-volume calls.

Skills

Customer service

Phone support

Multitasking

Data entry

Communication

Professional tone

Education

High School

Tools

Microsoft Office

PMS systems

Central reservations system

CRM systems

Excel

Outlook

Job description

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.

Qualifications

Education

Required

High School

Experience

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.