Representative - Call Center Agent

Description

About Bally's

Bally's Corporation is one of the world's leading entertainment companies, with millions of players across digital gaming platforms and traditional casino venues. Recognized for our innovation, energy, and dedication to creating thrilling gaming experiences, we were born to entertain.

A career with Bally's means starting on a path to endless possibilities. Our growing business is searching for service-minded individuals looking for a place to build and grow, excel, and truly make a difference. So, if you want to be challenged in an exciting and fast-paced environment, this is the place for you.

Job Summary

As a Representative - Call Center Agent you will ensure all hotel room reservations are handled in a professional and courteous manor. This position's starting wage is $14.

Essential Functions

• Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile.
• Ability to lead the call without impacting actually listening to the voice of the customer.
• Ability to quickly and accurately input information into various systems.
• Seeks and acts upon opportunities to up-sell accommodations.
• Maintains guest confidentiality at all times when reviewing information.
• Registers guests in player tracking software for select invitational events.
• Effectively deal with job stress, angry callers and upset customers. Understand the impact of voice tone when speaking with guests.
• Follows department standards and sequence of service. Participates in shop reports, and makes adjustments based on feedback from supervisor or manager.
• Must have a clear speaking voice, be comfortable with phone work and date entry.
• Needs to be able to type information into computer while speaking to customer on the phone.
• Promotes positive and productive motivation within the department.
• Respond to all guest inquiries professionally, courteously and promptly.
• 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 environment. Always keep a smile in voice.
• Will handle hotel room reservations and casino offers. Handles additional offers for special events as required.
• Handles guest room deposits via credit cards that are placed on reservations.
• Maintains knowledge and ability to multi-task multiple systems to include but not limited to hotel property management systems, central reservations systems, revenue management systems, and call center systems.
• Utilizes Microsoft Office suite programs. i.e. Microsoft Office products, Excel, Word, Outlook etc.
• Maintains an effective and professional manner with all customers.
• Performs filing assignments as directed.
• Works safely, following all established safety rules and regulations.
• Communicates effectively with co-workers, supervisors and guests.
• Follows all relevant policies and procedures.
• Performs other duties as assigned.

Qualifications

• Strong computer literacy skills.
• Must have excellent written and oral English communication skills, and telephone etiquette skills.
• Prior call center or customer service experience preferred.
• Must possess excellent hospitality and guest relations skills.
• Must be able to report to work on time as scheduled.
• Must be proactive and work well under pressure in a fast paced environment.
• Must be able to respond calmly and make rational decisions when handling guest conflicts.
• Must have outstanding coordination and organizational skills with the ability to multi-task..
• Must be able to work a varied shift schedule, including weekends and holidays.
• Must present an overall professional appearance and report to work in appropriate attire
• Must have the ability to work well with fellow employees – must be a team player.

Physical Requirements

• Physically mobile with reasonable accommodations
• Respond to visual and aural cues
• Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist (keyboard date entry) as well as prolonged viewing of data on a computer monitor
• Operate in mentally and physically stressful situations

Environmental Working Conditions

The work environment contains bright lights, loud noise, and stressful situations.

What’s In It For You

• Competitive wages with annual performance reviews
• Comprehensive health coverage plan that includes medical, dental, and vision
• 401(K)/ Company Match
• Employee Stock Purchase Plan
• Access Perks and Childcare discounts

The above description denotes some of the specific characteristics which are necessary to perform the principal functions of the job and are not intended to be a description of all work requirements that may be inherent in the position.

***Pass a company background investigation***

***Must be 21 years of age***

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