Customer Care Agent - Customer Care

Seminole Hard Rock Support Services; Florida; On-site; USD 36,000 - 52,000; Full time

Job summary

Seminole Hard Rock Support Services is seeking a guest-focused agent to handle inbound reservations and inquiries for hotel, dining, events, and VIP services. You will research and resolve guest concerns across multiple channels, ensuring a seamless experience while maintaining a professional image of the Seminole Hard Rock brands.

The role requires strong written and verbal communication, the ability to work independently, and proficient use of MS Office, LMS, ARTS and CMP systems.

Qualifications

• Minimum 1 year of experience in an inbound contact center.
• Proficient in MS Office and Windows; strong computer skills.
• Excellent written and verbal communication across channels.

Responsibilities

• Handle inbound calls and reservations for hotel, dining, events and VIP guests.
• Research guest concerns via calls, emails, surveys and social channels.
• Respond across calls, chat, text and email to resolve issues.
• Escalate complex guest problems and document resolutions.
• Collaborate with Sales and Customer Care to maintain guest satisfaction.

Skills

Telephone etiquette

Business writing

Social media knowledge

Verbal communication

Independent work

Tools

LMS

ARTS

CMP

Windows

MS Office

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description

Essential Duties Include, But Are Not Limited To

• Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, event and entertainment reservations for VIP guests
• Research and investigate guest concerns heard through various channels including calls, emails, GEM surveys, Mystery Shoppers, Social Media outlets, etc.
• Responding to and researching guest concerns through various forms of communication which can include but not be limited to calls, chat, text, emails etc.
• Extending the appropriate guest appeasement for service breakdowns or relationship recovery. Document, track and communicate resolution for each guest.
• Serving as escalation point for difficult player-related telephone calls; amicably resolve guest related problems in a fast paced environment
• Reviewing, on a proactive basis, charges posted to hotel folios by new gaming guests during an evaluation period; assisting Player Development to pick-up charges as appropriate to enhance guest experience and intent to return
• Providing guests with a clear picture of Seminole Hard Rock’s products and services; always leading the call without failing to listen to the voice of the guest
• Ensuring that guest requests for reservations and other services are met and confirmed within the guidelines established by management
• Serving as escalation point for difficult player-related telephone calls; amicably resolve guest related problems in a fast paced environment
• Handling hotel cashiering duties in the form of posting and refunding advanced deposits, etc.
• Working as liaison between Customer Care and Hotel Sales department to ensure the integrity of all group-related room inventory and master accounts
• Serving as a point of escalation for Customer Care Representatives in need of help with complex reservation processing
• Presenting, at all times, a positive view of the Seminole Hard Rock and its properties when interacting with guests and fellow team members
• Escalating difficult and complex situations as they arise
• Work with Quality Coach, Team Leaders and Managers to evaluate individual performance and make efforts to improve performance where the need has been indicated
• Provide Team Leaders with important observations culled from many guest interactions, offering suggestions to improve process, product or service offerings
• Comply with all departmental and Company Policies including Hard Rock’s business ethics guidelines.
• Show a commitment to ensuring responsible gaming and responsible alcohol service by discretely notifying appropriate management of concerns and observations.

Qualifications

Experience:

• One (1) year or more of directly related experience in an inbound contact center
• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
• Strong Business Writing skills. Ability to communicate in multiple channels always representing the company professionally.
• Knowledge of Social Media and the role they play.
• Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, CMP) along with proficiency in basic Windows and MS Office packages are considered a plus
• Strong verbal communication and interpersonal skills
• Experience handling guest calls in a sales-oriented inbound environment
• Experience handling reservations in the casino / hospitality industry is considered a plus
• Ability to work independently and under direct supervision, while maintaining a high level of productivity.

Work Environment

• Duties and responsibilities are typically performed in a professional office setting, but there may be times where you will need to be in operating areas. In these areas, you may be exposed to environmental factors including, but not limited to, second hand smoke and excessive noise.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.