Customer Care Representative - Customer Care

180 Seminole Hard Rock Support Services; United States; On-site; USD 29,000 - 36,000; 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 provide outstanding service to guests, handle inbound calls, and manage reservations. You will act as the voice of the company across casino and hotel properties, using defined information and goals to deliver a positive experience.

The role emphasizes strong communication, the ability to upsell when appropriate, and collaboration with team leaders to uphold hospitality standards across all properties.

Qualifications

• One year or more of directly related experience in an inbound contact center or similar customer service role.
• Effective computer skills and telephone etiquette.
• Knowledge of reservations and player tracking systems is advantageous.
• Strong verbal communication skills for sales-oriented inbound calls.
• Experience with casino/hospitality environments is a plus.
• Must be able to work flexible schedules.

Responsibilities

• Answering inbound telephone calls in a skills-based environment, including hotel, dining, event and entertainment reservations for VIPs.
• Responding to inbound customer inquiries using management-defined verbiage.
• Providing clear information on products and services while listening to the customer.
• Ensuring reservations and services are met and confirmed within guidelines.
• Sensing and exploiting up-sell opportunities when appropriate.
• Presenting a positive view of the company and its properties.
• Escalating difficult situations to Team Leaders as they arise.
• Collaborating with Quality Coaches and Team Leaders to improve performance.

Skills

Inbound call handling

Customer service

Telephone etiquette

CRM knowledge

Reservations systems

Upsell skills

Team communication

Tools

LMS

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: 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).

Our Company

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!