CALL CENTER REPRESENTATIVE
- Atlantic City, NJ
- Permanent
- Full-time
- Accepts and services incoming calls from casino, direct mail, restaurants, interacting departments, and transient and hotel sales guests with a positive attitude coupled with proper greeting and departing script.
- Accepts and services requests and inquiries for hotel rooms, restaurants, amenities, transportation, theater and special events.
- Ability to utilize cross selling techniques with promotions, unavailable dates and up-selling accommodations.
- Interacts with casino customers via AS400 to distribute complimentaries based on their level of play, via the supervisor approval and comp philosophy established by the Company.
- Entering of hotel transient and package guests, along with a detailed knowledge of the Hotel and available amenities to enhance sales conversation.
- Data entry of the paperwork for the Host/Player Development staff, Tour & Travel, Conventions and Junket and Splinter Representatives.
- Entering complimentaries for room service, restaurants, limos and direct mail accurately with the notification to management if complimentary guidelines are not abided by.
- Communicate with Restaurant Management to ensure reservations were entered correctly, blocks are adjusted and opportunity is maximized for occupancy.
- Full knowledge of hotel status, current entertainment and availability, the comp philosophy and all special events to ensure cross selling opportunities are recognized and talk time is reduced.
- Full knowledge of the hotel cashiering system with the ability to comp off charges for a patron based on the established complimentary guidelines.
- Abides by the professional, consistent verbiage established by management when communicating with customers.
- Meets and strives to exceed job performance goals and standards as defined by management.
- Assists co-workers and supervisors with job tasks.
- Outbound telemarketing (including surveying) to the new, active and inactive customer based on call volume.
- Delivers superior and consistent customer service as established by management.
- Telephones call to be monitored actively or by recording.
- Performs other duties as assigned.
- Promotes positive public relations.
- High school diploma or equivalent required.
- Prior experience in a customer service position preferred.
- Excellent customer service, communication and telephone skills.
- Strong decision making, planning and organizational skills, coupled with a sense of urgency and the ability to multi-task.
- Inbound and Outbound Telemarketing to include conversion rate goals of calls verses bookings.
- Effective typing/computer keyboard skills.
- Dependable and is flexible with work schedule.