Contact Center Representative - Full-time - Maryland
Location
Hanover, MD | United States
Job description
Why We Need Your Talents:
The overall goal of the Contact Center Representative is to ensure all communication s ( digital and audio ) are handled in a timely , professional, and courteous manner while providing quality services to both guests and team members.
Compensation: $17.50/hr
Priority staffing: M-F 11 :00 AM - 7:00 PM
Must Have Weekend Avaliability
Where You'll Make an Impact:
- Curating an exceptional guest experience for our internal and external guests alike .
- Handle incoming digital and audio interactions (chats, emails, SMS, voicemails , etc ) as needed or directed.
- Master opportunities to upsell services and accommodations according to brand standards .
- Follow up with guests as needed or directed and help bring closure to any outstanding issues .
- Ability to deescalate issues in a calm and professional manner.
- R oute calls to the appropriate person/department .
- Always maintain guest confidentiality when reviewing information.
- Promote a positive and productive enviro n ment within the department.
- Provide concierge type services to VIP g uests for invite only and complimentary events.
- Communicate open work orders affecting in-house guests to the appropriate departments .
- Maintain knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
- Maintain full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service.
- Maintain knowledge and skill levels on property specific systems including but not limited to: HMS, Loyalty , QCI , Hotsos , Opentable , Talkdesk , Mitel , In Moment, etc.
- Other related duties as assigned.
Skills to Help You Succeed:
- Impeccable service and conflict resolution skills.
- Effective salesmanship skills.
- Strong computer literacy skills.
- Strong communication and organizational skills.
- Effective prioritization skills.
- Reliable ownership and follow through skills.
- Ability to provide a luxury experience while engaging in every conversation with Team Members and guests.
- Ability to communicate effectively in one-on-one, small group, and large group situations.
- Ability to read, write and communicate verbally in English.
- Ability to apply common sense reasoning to service related scenarios.
- Ability to show up on time and ready to work at your station.
- Being a team player - someone who cares about the success of their team
- Ability to type quickly and accurately on a computer keyboard
- Multi-tasking with accuracy
Must-Haves:
- Education: A high school diploma or GED equivalent
- Exceptional guest service attitude
- Experience: One (1) year experience in telephone operations or switchboard operations or Hotel operations.
- Must be able to comply with all state gaming regulations, which may include obtaining a license.
Physical Requirements:
- Ability to use hands and fingers to handle and feel.
- Ability to frequently talk, hear, walk, and sit.
- Ability to occasionally use hands and arms to reach, legs and feet to balance, stoop, kneel or crouch.
- Ability to stay in a seated position for up to an 8 hour shift.
- Ability to regularly lift and/or move up to 5 pounds and infrequently lift and/or move up to 10 pounds.
- Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials.
Perks We Offer You
- Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents
- Generous retirement savings options are available.
- Free uniforms
- Free parking
- Discounted meals
- Service and Attendance bonuses
- Tuition reimbursement
- Discounts on hotels, theme parks, travel, and more!
Life at Live!
- 24/7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
- Casino is over 100,000 square feet and requires the ability and energy to move about it with a true sense of urgency !
- Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
- You will work in an environment where smoking is allowed
Job tags
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