Call Center Representative

Bally's Quad Cities Casino & Hotel; Rock Island (IL); On-site; USD 1,705,000 - 2,428,000; Full time

Job summary

Bally's Quad Cities Casino & Hotel in Rock Island, IL is seeking a guest-focused associate to answer incoming calls, assist guests with directions, reservations, and inquiries about the property, hours and amenities.

The role requires excellent written and verbal communication, a high school diploma or equivalent, and the ability to work nights, weekends and holidays. You will also assist with guest requests and coordinate with housekeeping and facilities as needed.

Qualifications

• High school diploma or equivalent required.
• Excellent written and verbal communication skills.
• Must be able to work nights, weekends and holidays.
• Occasionally lift up to 30 pounds and stand for long periods.

Responsibilities

• Answers incoming calls and routes as necessary.
• Responds to inquiries about the property, hours, directions, and services.
• Relays guest requests to appropriate staff and ensures timely follow-up.
• Verifies and confirms reservations; handles guest complaints with courtesy.
• Maintains knowledge of property information and local area.

Skills

Customer Service

Communication

Detail Oriented

Education

High School graduate or equivalent

Job description

Bally's Quad Cities
777 Bally Blvd
Rock Island, IL 61201, USA

Bally's Quad Cities
777 Bally Blvd
Rock Island, IL 61201, USA

• Enhances the guest experience by providing exceptional service.
• Answers incoming phone calls, routing as necessary.
• Responds to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc.
• Relays “guest requests” to appropriate staff.
• Ensures calls are answered promptly and in accordance to department standards.
• Assists guests in fulfilling their requests – room changes, extra amenities, etc.
• Processes and submit end-of-shift reports.
• Contacts Housekeeping and Facilities department when guests report room issues.
• Adheres to department and property policies and procedures.
• Confirms reservations.
• Verifies future reservations are correct for future arrivals.
• Assists guests in resolving complaints.
• Disseminates information to guests about the property and local area.
• Maintains knowledge of property information & memorabilia.
• Other duties as assigned

Environmental Working Conditions:

The work environment contains bright lights, loud noise, and stressful situations.

• Target Salary Range $15.50

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

Skills

Preferred

Detail Oriented

Intermediate

Customer Service

Some Knowledge

Communication

Some Knowledge

Some Knowledge

Behaviors

:

Motivations

:

Education

Experience

Preferred

Must be able to work nights, weekends, holidays

Excellent written and verbal communication skills

High School graduate or equivalent

Occasionally lift and or move up to 30 pounds

Occasionally required to stoop

Required to sit for long periods of time

Frequently required to use hands to handle, feel, and reach

Regularly required to see, talk, hear, walk, sit, and stand

Frequently required to lift up to a maximum of 30 pounds

Licenses & Certifications

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.