Customer Care Representative - Onsite

Teleperformance; Enterprise (NV); On-site; USD 32,000 - 52,000; Full time

Job summary

Teleperformance in Las Vegas is seeking a Customer Care Representative to serve as the primary contact for clients, handling inbound and outbound communications with professional excellence. You will use a suite of web-based tools to resolve inquiries and support a positive customer experience in a fast-paced environment.

Preferred candidates are bilingual in English and Spanish with prior contact center experience and the ability to handle reservations or services with a customer-first approach.

Qualifications

• Two years or more of directly related experience in an inbound contact center or similar customer service role.
• Effective, demonstrable computer skills beyond basic keyboarding and strong telephone etiquette.
• Knowledge of property management, reservations and player tracking systems (Windsurfer, SHR, HotSOS, SevenRooms, LMS, CMP) is advantageous.
• Proficiency in basic Windows and MS Office packages.
• Strong verbal communication skills.
• Language Requirements: Bilingual English & Spanish.
• Experience handling customer calls in a 24x7 sales-oriented inbound environment.
• Experience handling reservations or in casino/hospitality industry is a plus.
• Must be able to work flexible schedules.

Responsibilities

• Answering inbound telephone calls, chat, email & reviews in a skills-based environment with varied requests.
• Responding to inbound customer and partner inquiries using management-defined methods.
• Answer Operator calls (Internal/External).
• Provide customers with a clear picture of products and services and listen to the customer voice.
• Ensure reservations and services are met and confirmed per guidelines.
• Sensing and exploiting up-sell opportunities and cross-sell when needed.
• Presenting a positive view of the company and its properties to customers and staff.
• Escalating difficult situations to Team Leaders as they arise.
• Provide feedback to Team Leaders to improve processes or services.
• Support company culture and policies on the call center floor.

Skills

Customer service

Communication skills

Bilingual EN/ES

Telephone etiquette

Inbound calls

Computer skills

Tools

Windsurfer

SHR

HotSOS

SevenRooms

LMS

CMP

Job description

Overview

This position will be located on-site in Las Vegas, Nevada.

As a Customer Support Specialist, you will serve as a primary point of contact for our clients, managing inbound and outbound communications with professional excellence. Utilizing a suite of web-based tools, you will efficiently resolve inquiries to ensure a seamless and positive customer experience. This role is ideal for individuals passionate about service delivery in a high-velocity environment.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

We also welcome applications from active-duty service members, veterans, and military families. Please mention your service to the recruiter!

Equal Opportunity Employer

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact ushere. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Responsibilities

Your Responsibilities

As a Customer Care Representative, your main responsibility is to find innovative ways to respond to varying questions, issues, and concerns.

• Answering inbound telephone calls, chat, email & reviews 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 customers
• Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management
• Answer Operator calls (Internal/External)
• 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 observationsculled from many customer interactions, offering suggestions to improve process, product or service offerings
• Works diligently to supportcompany 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

We’re looking for fearless people – people who are inspired to deliver only the best in all that we do.

Qualifications:

• Two year or more of directly related experience in an inbound contact center or face to face customer service 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. Windsurfer, SHR, HotSOS, SevenRooms, LMS, CMP) is advantageous;
• Proficiency in basic Windows and MS Office packages is very important
• Strong verbal communication skills
• Language Requirements: Bilingual (English & Spanish)
• Experience handling customer calls in a 24x7 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. Schedule subject to change based on business/customer needs.

Key Competencies:

• Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
• Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• Communication: Outstanding communication, listening, and analytical skills.
• Organizational Skills: Strong organizational and problem-solving skills.
• Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
• Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
• Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision‑making.
• Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.