Call Center Agent - FT

Position Summary:

The Call Center Agent provides superior Four-Diamond Guest service by assisting as a single point of contact for all incoming calls to Thunder Valley Casino Resort in a professional and pleasant manner. The Call Center Agent will support the property by being information experts for all Resort departments including, but not limited to Hotel, Spa at Thunder Valley, all food and beverage outlets, gaming, entertainment and promotions. Responsibilities must be performed in accordance with all Company standards, policies, and procedures.

Essential Functions:

1. Practice, support, and promote Thunder Valley Casino Resort's "ELITE" company-wide service mission and demonstrate AAA Four Diamond service standards at all times.

2. Answer all incoming inquiries through various applications and equipment in a knowledgeable and professional manner, using correct salutations and etiquette.

3. Anticipate Guests' needs using active listening skills and open-ended questions.

4. Acknowledge all Guests and respond promptly, however busy and whatever time of day.

5. Create, modify, and cancel Hotel, Spa at Thunder Valley, and dining reservations which may include processing credit card transactions.

6. Maximize rate for all reservations, and when applicable, use upselling sales techniques to entice, persuade, and educate the Guest.

7. Direct calls to appropriate Guest rooms, staff, or departments as necessary.

8. Page Guests using the public address system in a courteous and understandable manner.

9. Provide information to callers regarding the facilities and amenities, directions, and upcoming events.

10. Explain and understand hotel and resort policies and practices.

11. Explain Thunder Rewards Card levels and benefits and encourage Guests to utilize the program. Utilize player tracking system to review Guest information including, but not limited to confirmation of exclusive hotel offers.

12. Maintain complete knowledge of:

a. All resort departments, services, amenities, hotel information, and hours of operation.

b. Special events scheduled in the hotel.

c. Promotions and entertainment schedule.

d. Gaming and food and beverage offerings.

Minimum Qualifications:

• One (1) year of customer service experience required. Hospitality experience preferred.
• High school diploma or equivalent.
• Ability to speak and write fluently in English.
• Must possess outstanding Guest service skills as well as professional and sophisticated communication skills including active listening skills. Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.
• Ability to perform general clerical work and operate a business office machines and a computer in the performance of assigned tasks.
• Computer proficiency is required. Ability to learn property systems including, but not limited to, hotel management, player tracking software, and Microsoft Office software. Ability to maneuver between multiple computer applications.
• Ability to perform multiple tasks in an intense, ever-changing environment. Ability to remain calm and polite especially during emergency situations and during periods of heavy business activity.
• Demonstrated ability to be a self-motivated team player and problem solver.
• Must be at least 18 years of age.
• Must be able to obtain UAIC Tribal Gaming License.

Physical Requirements:

• Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers and symbols.
• Ability to communicate effectively both orally and in writing.
• Ability to view a computer monitor for duration of shift.
• Ability to sit for duration of shift.
• Manual dexterity to operate telephone console keypad, keyboard, and other job related equipment.

Work Conditions:

Work is typically conducted in an office environment in areas with a three (3) foot wide access. Tasks may be performed from a sitting or non-sitting position in a confined area Team Members in this position may be required to traverse the casino floor, which may be hot, cold, noisy, and be in the presence of secondhand smoke. Team Members may be required to stand, walk, lift, reach, push, pull, and grasp. These tasks include the maintenance and care of assigned area. Frequent contact with fellow Team Members and Guests is standard.