Reservations/Call Center Representative - Full Time

Ocean-Casino-Resort; Atlantic City (NJ); On-site; USD 36,000 - 42,000; Full time

Benefits offered by this job

Free meal on shift

Training & Development

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k)?

Life Insurance (Basic, Voluntary &

Paid Time Off

Job summary

Ocean Casino Resort in Atlantic City, New Jersey, is seeking a Reservations/Call Center Representative to help guests explore our hotel, dining, events, transportation and entertainment offerings. You will answer inbound calls and emails, present options clearly, and confirm reservations while delivering a positive guest experience.

The role requires strong communication, computer proficiency, and the ability to upsell where appropriate.

Qualifications

• Experience in an inbound contact center or call center environment.
• Excellent telephone etiquette and professional communication.
• Ability to handle high volume calls with composure and efficiency.
• Strong verbal communication skills and customer-focused approach.

Responsibilities

• Answer inbound telephone calls in a skills-based environment, handling reservations across hotel, dining, events, transportation and entertainment.
• Respond to inbound emails using management-defined methods and verbiage.
• Lead calls with active listening and a customer-first approach.
• Ensure reservations are confirmed within company guidelines.
• Identify upsell opportunities and cross-sell when appropriate.
• Present a positive image of Ocean Casino Resort at all times.
• Escalate difficult situations to Supervisors when needed.
• Provide Supervisors with observations to improve processes and services.
• Perform other related duties as assigned.

Skills

Verbal communication

Inbound sales calls

Customer service

English proficiency

Tools

LMS/ARTS/ACSC

Windows & MS Office

Job description

About the Role

The Reservations/Call Center Representative is responsible for providing customers with a clear picture of Ocean Casino Resort products and services.

Position Responsibilities

• Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, events, transportation and entertainment reservations.
• Responding to inbound customer e-mail inquiries, using methods and verbiage defined by management
• 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 when a specific request cannot be met
• Presenting, at all times, a positive view of the Ocean Casino Resort when interacting with customers and fellow employees
• Escalating difficult and complex situations to Call Center Supervisors as they arise
• Provide Call Center Supervisors with important observations pulled from many customer interactions, offering suggestions to improve process, product or service offerings
• Performs all other related and compatible duties as assigned

Essential Functions

• 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, sales-oriented environment
• Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (key board data entry) as well as prolonged viewing of data on a computer monitor
• Must demonstrate scheduling flexibility, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required)

• One year or more of directly related experience in an inbound contact center

• Effective, demonstrable computer skills (beyond basic key boarding) and understanding of telephone etiquette
• Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, ACSC) along with proficiency in basic Windows and MS Office packages are considered a plus
• 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
• Ability to effectively communicate in English

• Free meal on shift
• Training & Development
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k,)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off

Pay Rate:$17.50/HR