Reservations/Call Center Representative - Full Time

**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