Representative - Call Center Agent (Full Time)

Bally's Corporation; Dover (DE); On-site; USD 19,604 - 27,922; Full time

Benefits offered by this job

DART ride program

Delaware commute reimbursements

Job summary

Bally's Corporation in Dover, DE is seeking a Guest Services Associate to coordinate hotel room reservations and casino offers, while providing exemplary telephone-based guest service. You will input data quickly, maintain guest confidentiality, and upsell opportunities in a fast-paced call center environment.

Strong English communication, hospitality skills, and punctuality are essential. The role requires working weekends/holidays and an appearance matching professional standards.

Qualifications

• High school diploma, GED or equivalent work experience.
• Strong computer literacy.
• Excellent written and oral English communication and telephone etiquette.
• Prior call center or customer service experience preferred.
• Hospitality and guest relations skills.
• Punctual and able to work varied shifts.
• Work well under pressure in a fast-paced environment.
• Team player with professional appearance.
• Able to report to work on time.

Responsibilities

• Coordinate and reserve room accommodations and redeem offers tied to guest profiles.
• Lead calls with strong listening to understand guest needs.
• Enter information quickly and accurately into multiple systems.
• Upsell accommodations and casino offers when opportunities arise.
• Maintain guest confidentiality at all times.
• Register guests in tracking software for events and promotions.
• Handle high-volume phone interactions with composure and tact.
• Follow department procedures and contribute to reports and feedback loops.
• Keep a clear speaking voice and maintain professional phone demeanor.
• Handle deposits and manage reservations in hotel and casino systems.

Skills

Strong computer literacy

Excellent written and oral English

Telephone etiquette

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Responsibilities

• Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile.
• Ability to lead the call without impacting actually listening to the voice of the customer.
• Ability to quickly and accurately input information into various systems.
• Seeks and acts upon opportunities to up-sell accommodations.
• Maintains guest confidentiality at all times when reviewing information.
• Registers guests in player tracking software for select invitational events.
• Effectively deals with job stress, angry callers and upset customers. Understand the impact of voice tone when speaking with guests.
• Follows department standards and sequence of service. Participates in shop reports, and makes adjustments based on feedback from supervisor or manager.
• Must have a clear speaking voice, be comfortable with phone work and date entry.
• Needs to be able to type information into computer while speaking to customer on the phone.
• Promotes positive and productive motivation within the department.
• Responds to all guest inquiries professionally, courteously and promptly.
• Must be prepared and able to handle with composure and tact a high volume of repetitive customer interactions over the telephone in a fast paced environment. Always keep a smile in voice.
• Will handle hotel room reservations and casino offers. Handles additional offers for special events as required.
• Handles guest room deposits via credit cards that are placed on reservations.
• Maintains knowledge and ability to multi-task multiple systems to include but not limited to hotel property management systems, central reservations systems, revenue management systems, and call center systems.
• Utilizes Microsoft Office suite programs. i.e. Microsoft Office products, Excel, Word, Outlook etc.
• Assists with overflow calls from other properties as required.
• Maintains an effective and professional manner with all customers.
• Performs filing assignments as directed.
• Works safely, following all established safety rules and regulations.
• Communicates effectively with co‑workers, supervisors and guests.
• Follows all relevant policies and procedures.
• Performs other duties as assigned.

Qualifications

• High school diploma, GED or equivalent work experience required.
• Strong computer literacy skills.
• Must have excellent written and oral English communication skills, and telephone etiquette skills.
• Prior call center or customer service experience preferred.
• Must possess excellent hospitality and guest relations skills.
• Must be able to report to work on time as scheduled.
• Must be proactive and work well under pressure in a fast paced environment.
• Must be able to respond calmly and make rational decisions when handling guest conflicts.
• Must have outstanding coordination and organizational skills with the ability to multi‑task.
• Must be able to work a varied shift schedule, including weekends and holidays.
• Must present an overall professional appearance and report to work in appropriate attire.
• Must have the ability to work well with fellow employees – must be a team player.

Work Environment

• Must be available to work weekends, holidays, and nights as scheduled.
• Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist (keyboard date entry) as well as prolonged viewing of data on a computer monitor.
• Must be prepared and able to handle with composure and tact a high volume of repetitive customer interactions over the telephone in a fast paced environment. Always keep a smile in voice.

Additional Benefits

• Enjoy 30 consecutive days of free rides for new hires with DART and earn reimbursements via Delaware Commute Solutions.

Starting Compensation

• $17.25/hr

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.