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Contact Center Representative -Part-time - Maryland

Contact Center Representative -Part-time - Maryland

Live! Casino & HotelElkridge, MD, US
30+ days ago
Job type
  • Full-time
  • Part-time
Job description

Job Opportunity : Contact Center Representative

Min Compensation : USD $17.50 / Hr.

Max Compensation : USD $17.50 / Hr.

Overview :

The overall goal of the Contact Center Representative is to ensure all communications (digital and audio) are handled in a timely, professional, and courteous manner while providing quality services to both guests and team members.

Compensation : $17.50 / hr

Fully On Site

Priority staffing : Various shifts available.

Must Have Weekend Availability

Responsibilities

Where You'll Make an Impact :

  • Curating an exceptional guest experience for our internal and external guests alike.
  • Handle incoming digital and audio interactions (chats, emails, SMS, voicemails, etc) as needed or directed.
  • Master opportunities to upsell services and accommodations according to brand standards.
  • Follow up with guests as needed or directed and help bring closure to any outstanding issues.
  • Ability to deescalate issues in a calm and professional manner.
  • Route calls to the appropriate person / department.
  • Always maintain guest confidentiality when reviewing information.
  • Promote a positive and productive environment within the department.
  • Provide concierge type services to VIP guests for invite only and complimentary events.
  • Communicate open work orders affecting in-house guests to the appropriate departments.
  • Maintain knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
  • Maintain 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, Loyalty, QCI, Hotsos, Opentable, Talkdesk, Mitel, In Moment, etc.
  • Other related duties as assigned.

Qualifications

Skills to Help You Succeed :

  • 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.
  • Ability to show up on time and ready to work at your station.
  • Being a team player- someone who cares about the success of their team.
  • Ability to type quickly and accurately on a computer keyboard.
  • Multi-tasking with accuracy.

    • Must-Haves :

  • Education : A high school diploma or GED equivalent
  • Exceptional guest service attitude
  • 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 position 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.

    • What We Offer

    Perks We Offer You

  • Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members include :
  • Free Basic Life Insurance
  • Free Short Term & Long-Term Disability
  • Generous retirement savings options
  • Paid Time Off
  • Tuition Reimbursement
  • On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
  • Training and pathways for career growth
  • Robust Rewards & Recognition Programs
  • Annual Merit Based Pay Increases
  • Discretionary Performance Bonuses
  • Discretionary Service Bonuses
  • Free parking
  • Free food and discounted meals
  • Live! Hotel, Food & Beverage, and Entertainment Discounts

    • Life at Live!

    Individuals chosen to be part of the Live! Team can expect :

  • To be part of an exciting experience unlike any other in the market.
  • To be given the power and responsibility to put service and community first.
  • To come together as a strong team, while valuing and celebrating our diversity.
  • To be given the tools, resources, and opportunity to grow in their career.
  • To work hard and have fun.
  • Live is a 24 hour / 7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
  • The casino is large and fast paced, requiring 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.
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    Contact Center Representative • Elkridge, MD, US