Customer Service Representative I (55031) (Hampton)

Pay Rate : $18.00 an hour with $2.00 an hour additional shift differential on swing and grave shift

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer incoming calls providing detailed information for the property (including amenities, promotions, events, and Passport club information), provide directions to the property and address complaints
• Manage reservations for the property including hotel, restaurants, dinner cruises and promotional events being sure to accurately quote rates
• Input detailed information into the Property Management System and accurately and efficiently processes advance deposit credit card information
• Alert Security to potential problems and emergencies
• Determine guest room numbers, extensions, request service follow-up calls and provide reservation confirmation numbers
• Assist in promotional events as needed

KNOWLEDGE AND CERTIFICATION, SKILLS AND ABILITIES

Required Knowledge and Certification :

• High School Diploma / GED or equivalent experience

Preferred Knowledge and Certification :

• 1-year call center or reservation agent experience preferably in a hotel or casino environment

Required Skills :

• Accurate and detail-oriented
• Highly organized and ability to adapt quickly to changing priorities
• Strong computer skills Microsoft Office (Word, Excel and Outlook) and Windows
• Excellent written, verbal and interpersonal communication skills
• Must be able to read and write English
• Proven to accurately type 35 wpm

Required Abilities :

• Ability to follow established dress code policies and practice good personal hygiene
• Ability to interact with guests, coworkers and management in a professional and courteous manner
• Ability to maintain a fast paced work environment
• Ability to enthusiastically and professionally sell and / or up-sell property amenities
• Ability to speak in a clear, concise and pleasant voice
• Ability to answer a multi-line phone system in a professional and courteous manner
• Ability to operate phone and computer systems simultaneously
• Working knowledge of phone systems and computer applications

PHYSICAL DEMANDS

• Must be able to sit for long periods of time with occasional amounts of walking and standing
• Must have a good sense of balance, and be able to bend and kneel infrequently
• Must be able to reach and twist occasionally
• Must be able to push, pull and grasp objects occasionally
• Must have the ability to independently lift up to 5 pounds occasionally
• Must be able to perform repetitive hand and wrist motions
• Must have good eye hand coordination

WORKING ENVIRONMENT

• Work is performed primarily in administration building but may require going onto the gaming floor, which includes flashing lights, frequent loud noises and cigarette smoke
• Must be willing to work a flexible schedule including all shifts, weekends and holidays
• Extensive computer use
• Occasionally must deal with angry or hostile individuals