Call Center Representative

Spirit Mountain Casino; Grand Ronde (OR); On-site; USD 21,000 - 26,000; Full time

Job summary

Spirit Mountain Casino in Grand Ronde, OR seeks a Call Center Representative to handle incoming calls, provide event information, and support ticket sales and promotions. You will greet guests, manage data entry, and coordinate with Marketing and reservations teams to ensure accurate information and smooth guest experiences.

The role requires a high school diploma with 1 year of receptionist experience, strong customer service, and familiarity with phone systems and ticketing.

Qualifications

• High school diploma or equivalent; one year of high-volume receptionist experience or an equivalent combination.
• Knowledge of receptionist principles, telephone and paging systems, and customer service standards.
• Ability to operate standard office software and a gaming system to evaluate guest level of play.
• Familiarity with events, promotions, and how guests qualify for specific events.
• Strong data entry, organization, and communication skills.

Responsibilities

• Serve as first point of contact for internal and external customers.
• Greets guests and provides assistance to departmental guests.
• Operate phone console equipment and overhead paging systems.
• Answer and direct all incoming calls and route to appropriate departments.
• Provide information on special events, tournaments, concerts, and promotions.
• Enter data into spreadsheets/databases and manage guest mailing lists.
• Process casino mailers and distribute Plans of the Day.
• Perform general clerical duties and stay current with casino offerings.
• Support with ticket sales over the phone and at the ticket booth during events.

Skills

Receptionist basics

Phone systems

Customer service

Office software

Casino gaming system

Event promotions

Telephone etiquette

Data entry skills

Interpersonal skills

Team coordination

Education

High School Diploma

1 year receptionist experience

Tools

Two-way radio

Voicemail system

Electronic ticketing system

Phone console

Job description

Spirit Mountain Casino
27100 Salmon River Hwy
Grand Ronde, OR 97347, USA

• On-site
• BOH
• Full-Time
• Requisition #: CALLC001514

Description

TITLE:

Call Center Representative

LAST UPDATED:

October 15, 2025

DIVISION:

Marketing

DEPARTMENT:

Marketing

REPORTS TO:

Casino Reservations & Database Supervisor

FLSA STATUS:

Non-Exempt

COMP LEVEL:

5

________________________________________________________________

Summary: Processes all incoming phone calls for the property. Provides information to callers about special event invitations, tournaments, concerts, and other promotional inquiries.

• Essential Job Functions:
• Serves as a first point of contact for internal and external customers.
• Greets and provides assistance to departmental guests.
• Operates phone console equipment and overhead paging systems.
• Answers and directs all incoming calls for the property and sends to appropriate individuals and/or departments.
• Responds to inquiries and provides customer service to guests, employees, and other internal and external parties.
• Receives in bound calls and supplies accurate information to callers concerning special events including any information casino related.
• Checks appropriate guest accounts and enters information into spreadsheets and other databases.
• Performs data entry; inputs information regarding phone system usage and makes corrections to the guest mailing lists.
• Processes Casino mailers that have been returned.
• Generates and distributes Plans of the Day to various Casino departments.
• Performs general clerical duties including filing, copying, and other duties needed.
• Stays current with information such as casino amenities, gaming offerings, special events, tournaments, concerts, and other promotional activities.
• Conducts overhead pages for guests as well as departments for promoting daily specials and Marketing events.
• Receives all incoming calls for concert ticket sales for the casino and books over the phone via electronic ticketing system.
• Performs ticket sales transactions in the ticket booth during concerts and special events.
• Performs Telemarketing efforts for filling VIP events as assigned by Marketing leadership team.
• Assists with special events, tournaments, concerts and promotional activities as needed.

Spirit Mountain Standards:

• Delivers Spirit Mountain’s Spirit of Excellence (SOE) by consistently modeling attitudes and behaviors in alignment with SMGI’s Pride Values, Brand Promise, and Business Vision.
• Learns comprehends and complies with all Company and departmental policies and procedures, MICS, gaming regulations, and Title 31 Regulation requirements.
• Follows all Corporate and departmental safety policies and procedures.

Required Knowledge of:

• Receptionist principles, policies, and procedures.
• Telephone and overhead paging systems.
• Customer service standards and telephone etiquette.
• General office processes, procedures, and equipment.
• Standard computer software applications.
• Casino gaming system and how to evaluate guest level of play.
• Special events and promotions and how guests qualify for specific events.

Required Skill in:

• Performing a variety of receptionist duties and clerical functions.
• Operating phone consoles and overhead paging systems.
• Answering and directing high volumes of incoming calls.
• Responding to caller inquiries and providing customer assistance.
• Establishing and maintaining effective working relationships with others.
• Organizing and prioritizing duties.
• Managing the length of telephone conversations.
• Evaluating guest level of play.

Education, Experience, Licenses, Registrations, and Certifications:

• High School Diploma or equivalent, and one (1) year high volume receptionist experience in an environment where data entry and clerical functions were also required responsibilities or equivalent combination of education, training, and experience.
• High security gaming license issued by the Grand Ronde Gaming Commission.
• Must be at least 21 years of age.
• Due to the nature of the interactions with other employees and the public we serve, employees may be required to provide documentation of, or receive, certain health vaccinations.

Environmental Factors and Conditions/Physical Requirements:

• Work is performed in an office and casino work environment, occasionally exposed to tobacco smoke and loud noise.
• Work is subject to sitting, standing, walking, bending, reaching, kneeling, and lifting up to 40 pounds.
• Frequent use of hands and fingers to grasp, handle, reach and type.

Equipment and Tools Utilized:

• Equipment utilized includes personal computer, standard office equipment, audio/video equipment, two way-radio and telephone with intricate voicemail system.

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.