Guest Experience & Reservations Specialist

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

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.