SPECIALIST I - CUSTOMER CARE

Specialist Position

The Specialist position represents an advancement beyond the Customer Care Representative role with more specialized, complex reservations work and fewer repetitive inbound phone calls. The Specialists will handle group reservations and setup as well as complex VIP reservations. They will answer calls as well, but to a lesser degree than Customer Care Representatives, given the load of complex reservations work for which they're responsible (often not generated by a phone call). Specialists will research and investigate guest concerns heard through various channels including calls, emails, surveys, Mystery Shoppers, Social Media outlets, etc.

What We Offer : Paid Weekly

Competitive Health Plans

Training and Development

Tuition Reimbursement

Team Member Discounts

Much More!

Responsibilities

Responsibilities :

• Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, event and entertainment reservations for VIP guests
• Responding to and researching guest concerns through various forms of communication which can include but not be limited to calls, chat, text, emails etc.
• Extending the appropriate guest appeasement for service breakdowns or relationship recovery. Document, track and communicate resolution for each guest.
• Serving as escalation point for difficult player-related telephone calls; amicably resolve guest related problems in a fast paced environment
• Reviewing, on a proactive basis, charges posted to hotel folios by new gaming guests during an evaluation period; assisting Player Development to pick-up charges as appropriate to enhance guest experience and intent to return
• Providing guests with a clear picture of Seminole Gaming's products and services; always leading the call without failing to listen to the voice of the guest
• Ensuring that guest requests for reservations and other services are met and confirmed within the guidelines established by management
• Serving as a point of escalation for Customer Care Representatives in need of help with complex reservation processing
• Utilize the Salesforce platform for guest interactions
• Support e-commerce by reviewing guest purchases, verifying delivery dates and processing returns
• Respond to guest surveys
• Validate guest visits and ensure Unity points and tier credits are properly credited to the guest account
• Handling of casino hosted reservations
• 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 Seminole Gaming and its properties when interacting with guests and fellow team members
• Work with Quality Coach, Team Leaders and Managers to evaluate individual performance and make efforts to improve performance where the need has been indicated
• Provide Team Leaders with important observations culled from many guest interactions, offering suggestions to improve process, product or service offerings
• Works diligently to support the "Five Fs" culture and team philosophy throughout the property.
• Comply with all departmental and Company Policies including Seminole Gaming's business ethics guidelines.
• Demonstrate actions and behaviors that reinforce the Company's mission, "Unconquered Vision, Unparalleled Service, Unlimited Future," and values of Fast, Fun, Friendly, Fresh and Focused in all we do
• Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures
• Ensure prompt and discrete notification to management and / or the Ethics Hotline of any observation of illegal acts or internal ethics violations
• Show a commitment to ensuring responsible gaming and responsible alcohol service by discretely notifying appropriate management of concerns and observations

Qualifications

As part of the Seminole Hard Rock Support Services employment process, final candidates will be required to complete a background check. These background checks may include, but are not limited to :

Disclaimer : While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).