Customer Care Representative - Customer Care

Hard Rock International; Florida; On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Paid Weekly

Competitive Health Plans

Training and Development

Tuition Reimbursement

Team Member Discounts

Much More!

Job summary

Seminole Hard Rock Hotel & Casino is seeking a Customer Care Representative to join our onsite Call Center. You will handle inbound calls, assist with reservations, and provide friendly, accurate information to VIP guests and general guests alike.

The role emphasizes courteous communication, ability to upsell where appropriate, and coordination with team leaders to resolve issues. Familiarity with reservation systems and casino hospitality is a plus; flexible scheduling is required.

Qualifications

• Minimum one year in an inbound contact center or customer service role.
• Strong verbal communication and telephone etiquette.
• Experience handling reservations or in the casino/hospitality industry is a plus.
• Able to work flexible schedules based on business needs.
• Knowledge of property management and player tracking systems is advantageous.

Responsibilities

• Answer inbound calls and handle reservations and service requests.
• Provide customers with clear information about products and services; listen to the voice of the customer.
• Identify upsell opportunities and cross-sell when appropriate.
• Escalate difficult or complex issues to Team Leaders as they arise.
• Support quality coaches and Team Leaders to improve performance and processes.
• Maintain confidentiality of all company information and adhere to policies.

Skills

Customer service

Phone skills

Communication skills

Sales experience

Flexible scheduling

Upselling

Tools

LMS

CMP

Windows

MS Office

Job description

## Customer Care Representative - Customer CareApply: Onsite: Seminole Hard Rock Call Center: Full time: Posted Today: R16554Our 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:**### The Customer Care Representative is a critical to the success of the company casino & hotel properties because the role is geared towards providing callers with positive experience during and in advance of their visits. In this way, the Representative acts as the voice of the company and its properties. In the context of frequent and sometimes challenging (and often rewarding) customer contact, the Representative works in a structured framework of readily available information, continual management support, and measurable, achievable goals.### ### **What We Offer:*** ### Paid Weekly* ### Competitive Health Plans* ### Training and Development* ### Tuition Reimbursement* ### Team Member Discounts* ### Much More!### **Responsibilities:*** ### Answering inbound telephone calls in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for VIP customers* ### Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management* ### Providing customers with a clear picture of company products and services; always leading the call without failing to listen to the voice of the customer* ### Ensuring that customer requests for reservations and other services are met and confirmed within the guidelines established by management* ### Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases a specific request cannot be met* ### Presenting, a positive view of the company and its properties when interacting with customers and fellow employees at all times* ### Escalating difficult and complex situations to Team Leaders as they arise* ### Work with Quality Coaches and Team Leaders 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 customer interactions, offering suggestions to improve process, product or service offerings* ### Works diligently to support company culture and team philosophy throughout the property.* ### Comply with all departmental and company policies including company business ethics guidelines.* ### Maintain confidentiality of all company trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information* ### Be willing to participate in peer to peer coaching on a one on one basis as well as to support the overall team by assisting on the call center floor by answering questions* ### Demonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, Unlimited Future,” and values of Fast, Fun, Friendly, Fresh and Focused in all we do* ### Exhibit conduct in accordance with all company regulations and Seminole Tribe of Florida departmental policies and procedures### **Qualifications:*** ### One year or more of directly related experience in an inbound contact center or similar customer service role* ### Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette* ### Knowledge of property management, reservations and player tracking systems (e.g. LMS, CMP) is advantageous; proficiency in basic Windows and MS Office packages is very important* ### Strong verbal communication skills* ### Experience handling customer calls in a sales-oriented inbound environment* ### Experience handling reservations or in the casino / hospitality industry is considered a plus* ### Must be able to work flexible schedules based on the needs of the business### As part of the Seminole Hard Rock Support Services employment process, final candidates will be required to complete a background check. These background checks may include, but are not limited to:* ### Criminal Background Check* ### Drug Screen### **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).