Customer Care Representative

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Hollywood, FL

Job status
Full time
Paid personal time, Paid holidays, Paid vacation, 401K / Retirement plan, Disability Insurance, Vision Insurance, Dental Insurance, Life Insurance, Health Insurance
$13.50 Hourly
Job description
Seminole Hard Rock Hotel & Casino has immediate openings for Customer Care Representatives.

As a Customer Care Representative you are critical to the success of the company casino & hotel properties. This role is geared toward providing callers with a positive experience during and in advance of their visits. In this way, you are acting as the voice of the company and its properties. In the context of frequent and sometimes challenging (and often rewarding) customer contact, you'll work in a structured framework of readily available information, continual management support, and measurable, achievable goals.

Some additional perks you can look forward to:
• Eligible for a promotion within your department after 2 months, dependent upon attendance and performance.
• Eligible for a transfer outside of your department/property after 6 months, dependent upon attendance and performance.
• Quality bonus opportunity based on attendance, adherence, and quality.
Experience requirements
• At least 1 year of directly related experience handling customer calls in a sales-oriented inbound environment or similar customer service role.
• Experience handling reservations in the casino/hospitality industry is considered a plus.
• Knowledge of property management, reservations, and player tracking systems (e.g. LMS, CMP) is advantageous; proficiency in basic Windows and MS Office packages is very important.
• Answering inbound telephone calls 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 VIP customers.
• Responding to inbound customer and partner digital inquiries using methods and verbiage defined by management.
• 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 where 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.
• Working with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated.
• Providing Team Leaders with important observations culled from many customer interactions, offering suggestions to improve process, product, or service offerings.
• Working diligently to support company culture and team philosophy throughout the property.
• Complying with all departmental and company policies, including company business ethics guidelines.
• Maintaining confidentiality of all company trade secrets and proprietary information, including business processes, customer information, marketing plans, and any other confidential information.
• Participating 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.
• Demonstrating 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.
• Exhibiting conduct in accordance with all company regulations and Seminole Tribe of Florida departmental policies and procedures.
• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette.
• Strong verbal communication skills.
Work hours
• Must be able to work flexible schedules (nights, weekends, and holidays) based on the needs of the business.

We are an Equal Opportunity Employer.