Contact Center Representative

Why We Need Your Talents:The overall goal of the Contact Center Agent is to ensure all communication, including calls and emails are handled in a professional and courteous manner while providing quality services to both guests and team members.Skills to Help You Succeed:

Provides stellar service to all team members and guests.

Neutralizes guest opportunities by providing exemplary service.

Handles incoming calls as needed or directed.

Handles all calls originating from external sources into the primary casino & hotel phone lines.

Handles all call from internal guest lines and assist guests with appropriate needs.

Sells and promotes the hotel amenities and services according brand standards.

Seeks and acts upon opportunities to upsell services and accommodations.

Make calls to in-house guests and outbound numbers as needed or directed.

Accurately routes calls as necessary.

Assists with overflown calls from other in-house extensions as directed.

Assists with email management by responding to emails within scope of responsibility and routing correspondence to the appropriate departments.

Maintain guest confidentiality at all times when reviewing information.

Promotes positive and productive motivation within department.

Handle guest communication, both on property and future guests, via texting and online chat services.

Register Guests for select invite only and complimentary events.

Communicate open work orders affecting in-house guests to the appropriate departments.

Maintains knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.

Communicates and responds to security codes as expected.

Maintains 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, Oasis 360, MGT KMAN, Hotsos, Zingle, Intract and Opentable

Other related duties as assigned.

Must-Haves:

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.

Educational Requirements

Education: A high school diploma or GED equivalent

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 positon 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.

Working Conditions

24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees

Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.

You will work in an environment where smoking is allowed.

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.

Requisition ID: 2023-6539 Street: 7002 Arundel Mills Circle