Customer Care Outbound Agent - Customer Care

180 Seminole Hard Rock Support Services; United States; On-site; USD 42,000 - 72,000; Full time

Job summary

Seminole Hard Rock Hotel & Casino is seeking an Outbound Calling Sales Specialist to promote casino services and drive reservations for hotel stays, dining, spa, and events. You will proactively contact customers, build relationships, and tailor solutions to guest preferences to boost revenue and loyalty.

The role requires strong communication, data hygiene, and the ability to work flexible hours, including nights and weekends.

Qualifications

• Minimum 2 years in telemarketing or contact marketing preferred.
• Minimum 2 years of Customer Care experience.
• Experience in casino or hotel environment preferred.
• Proficient with Microsoft Office, Excel and Word; gaming knowledge a plus.

Responsibilities

• Explain promotions, initiatives, and amenities based on guest needs.
• Maintain accurate and up-to-date contact information for all players.
• Deliver exceptional guest service to all customers.
• Process and document reservations for rooms, events, promotions, dining, spa.
• Meet calls, connections, and reservations targets as assigned.
• Handle inbound calls and chats from guests.

Skills

Telemarketing

Customer Care

Guest service

Multitasking

Flexible schedule

Communication skills

Tools

Microsoft Office

Excel

Word

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

As an Outbound Calling Sales Specialist at Hard Rock and Seminole Gaming, you will play a crucial role in driving revenue and enhancing customer engagement. Your primary responsibility will be to proactively reach out to potential and existing customers, promoting our casino services and offerings. You will utilize your excellent communication skills to build strong relationships, understand customer needs, and provide tailored solutions that align with their preferences. In addition to generating sales and increasing customer loyalty, you will also assist customers in making reservations for hotel stays, dining, spa services, casino giveaways, and other benefits. Your goal is to contribute to the overall success of our gaming operations by ensuring a seamless and enjoyable experience for our customers.

Essential Duties

• Ability to clearly explain specific marketing promotions, initiatives, and property amenities based on customer interest and needs.
• Maintains outstanding “data hygiene” and ensures that contact information on all assigned players is correct and up to date.
• Demonstrates exceptional guest service to both internal and external customers with every interaction.
• Accurately document and process customer reservation requests for rooms, events, promotions, restaurants, spa, and dining.
• Ensure all policies and procedures are followed with all required paperwork completed and filed accurately.
• Meet or exceed established call metrics, including the number of calls made, connections achieved, and reservations booked.
• Handle inbound calls/chat and other contacts from guest

Qualifications

• Minimum 2 years of current telemarketing or contact marketing experience preferred or an equivalent combination of education and experience in the Casino or Hotel business preferred
• Minimum of 2 years of current Customer Care experience
• Experience in casino and/or hotel environment preferred
• Proficient knowledge of Microsoft Office, Excel, and Word preferred
• Experience in gaming machines and/or table games preferred
• Must have exceptional guest service skills
• Must have the ability to resolve stressful situations
• Ability to work flexible schedules, including nights, weekends and holidays
• Ability to multitask and use multiple computer systems at once

Work Environment

Duties and responsibilities are typically performed in an office with a phone and computer. Occasionally, duties may include meeting or hosting players in the Casino. Remain in a seated position for an entire shift executing outbound sales calls and completing reservation transactions which at times requires repetitive finger and wrist motion. Must be able to work hours that support the 24-hour call center operation. Must meet key performance indicators, such as phone calls, room bookings and other metrics as assigned.

Equal Opportunity & Accessibility

Seminole Hard Rock Support Services is an equal opportunity employer. We strive to foster an inclusive workplace culture for every team member. Seminole Hard Rock Support Services welcomes and encourages applications from people with disabilities. Reasonable accommodation is available upon request for candidates taking part in all aspects of the selection process.

Disclaimer

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

Thank you for choosing us as your employer of choice!

About Our Culture and History

Be Iconic represents the roots of our culture.

The Seminole Tribe of Florida remains the only unconquered tribe in the United States of America. The Tribe established Seminole Gaming in 1979, when it opened the first high-stakes bingo hall in the United States. Building on its rich heritage of courageous and groundbreaking achievements, the Seminole Tribe of Florida acquired Hard Rock International in March 2007—the first transaction of its kind by a Native American tribe. Today, Hard Rock International remains one of the most globally recognized companies in the world, with Hard Rock Hotel, Casino, Cafe and Rock Shop® venues in over 74 countries. With the continued growth of Seminole Gaming and Hard Rock International, Seminole Hard Rock Support Services was created to support all of our brands and lines of business. With the largest global footprint in the hospitality industry for over 50 years, our number-one job is to bring fun and excitement to our team members and our guests!