Customer Care Representative - Onsite
Teleperformance
- Brownsville, TX
- Permanent
- Full-time
- Paid Training
- Competitive Wages
- Full Benefits (Medical, Dental, Vision, 401k and more)
- Paid Time Off
- Employee wellness and engagement programs
- Answering inbound telephone calls, chat, email & reviews in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for customers
- Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management
- Answer Operator calls (internal/External)
- Providing customers with a clear picture of company products and services; 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 a specific request cannot be met
- Presenting, a positive view of the company and its properties when interacting with customers and fellow employees at all times
- Escalating difficult and complex situations to Team Leaders as they arise
- Work with Quality Coaches and Team Leaders 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 customer interactions, offering suggestions to improve process, product or service offerings
- Works diligently to support company culture and team philosophy throughout the property.
- Comply with all departmental and company policies including company business ethics guidelines.
- Maintain confidentiality of all company trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information
- Be willing to participate in peer to peer coaching on a one on one basis as well as to support the overall team by assisting on the call center floor by answering questions
- 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 company regulations and Seminole Tribe of Florida departmental policies and procedures
- Two year or more of directly related experience in an inbound contact center or face to face customer service or similar customer service role
- Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
- Knowledge of property management, reservations and player tracking systems (e.g. Windsurfer, SHR, HotSOS, SevenRooms, LMS, CMP) is advantageous;
- Proficiency in basic Windows and MS Office packages is very important
- Strong verbal communication skills
- Language Requirements: Bilingual (English & Spanish)
- Experience handling customer calls in a 24x7 sales-oriented inbound environment
- Experience handling reservations or in the casino / hospitality industry is considered a plus
- Must be able to work flexible schedules based on the needs of the business. Schedule subject to change based on business/customer needs.