Customer Care Representative - Customer Care

Seminole Hard Rock Support Services; 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 Support Services in Florida is seeking a Customer Care Representative to serve as the voice of our casino and hotel properties, delivering friendly, efficient assistance to callers and guests.

You will handle reservations, respond to inquiries, identify upsell opportunities, and support teams with feedback to improve service. Flexible schedules and a team-focused culture are offered.

Qualifications

• Minimum 1 year of inbound contact center or customer service experience.
• Proficient computer skills and telephone etiquette.
• Knowledge of property management and reservations systems (LMS, CMP) is advantageous; basic Windows/MS Office skills.

Responsibilities

• Answer inbound calls in a skills-based environment including transfers, in-room work orders, and reservations for VIP customers.
• Respond to inbound digital inquiries per management guidelines.
• Provide customers with clear information on products and services; listen to the customer.
• Ensure reservations and services are met and confirmed per guidelines.
• Identify upsell opportunities and cross-sell when appropriate.
• Present a positive view of the company and properties to customers and team members.
• Escalate difficult situations to Team Leaders as they arise.
• Support Quality Coaches and Team Leaders to evaluate and improve performance.

Skills

Inbound call center experience

Verbal communication

Sales-oriented inbound experience

Flexibility in scheduling

Computer skills (MS Office, Windows)

Upselling / cross-selling

Customer service excellence

Tools

LMS

CMP

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

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

Required

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).