Job Description

Ocean Casino will hold interviews on Wednesday, December 11th from 10:00 am to 2:00 pm for Reservations/Call Center Rep. positions.

*These positions are for immediate hire so please be sure to bring a copy of your resume and two forms of identification (unexpired State ID and Social Security Card/Birth Cert).

****Interviews will be held at the Human Resources (Recruitment Office). Parking is available in our customer garage located on Connecticut Avenue. You may park on the 8th, 9th, or 10th floor on “Ocean side” and take the elevator to the ground floor where you will enter through the employee entrance. Once inside, you will make a left and head towards the Security Podium for check-in.**

About the Role 

The Reservations Call Center Representative is responsible for providing customers with a clear picture of Ocean Casino Resort products and services.

Position Responsibilities

• Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, events, transportation and entertainment reservations.
• Responding to inbound customer e-mail inquiries, using methods and verbiage defined by management
• Always leading the call without failing to listen to the voice of the customer
• Ensuring that customer requests for reservations and other services are met and confirmed; within the guidelines established by management
• 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 Ocean Casino Resort when interacting with customers and fellow employees
• Escalating difficult and complex situations to Call Center Supervisors as they arise
• Provide Call Center Supervisors with important observations pulled from many customer interactions, offering suggestions to improve process, product or service offerings
• Performs all other related and compatible duties as assigned

Essential Functions

• Must be prepared and able to handle, with composure and tact, a high volume of repetitive customer interactions over the telephone in a fast paced, sales-oriented environment
• Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (key board data entry) as well as prolonged viewing of data on a computer monitor
• Must demonstrate scheduling flexibility, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required)
• Travel to/from work and on-site attendance to perform the essential function of the job
• Exposure to casino related environmental factors including but not limited to second- hand smoke, excessive noise, and stress related to servicing customers in a high pressure, fast paced environment.

Requirements

• One year or more of directly related experience in an inbound contact center
• Effective, demonstrable computer skills and understanding of telephone etiquette
• Knowledge of property management, reservations and player tracking systems (e.g. HMS, REEF, SYNKROS) is considered a plus
• Proficiency in basic Windows and MS Office packages
• Strong verbal communication skills
• Experience handling customer calls in a sales-oriented inbound environment
• Experience handling reservations in the casino/hospitality industry is considered a plus
• Ability to effectively communicate in English

Benefits

• Free meal on shift
• Training & Development
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k,)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off

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