Call Center Agent - Tulsa
Osage Casino Tulsa
951 West 36th Street North
Tulsa,
OK
74127
Overview
The Call Center Agent is responsible for answering all incoming calls in a prompt and courteous manner, professionally promoting Osage Casino operations and hotel services, ensuring maximum revenues, and making outbound calls as needed and in accordance with approved policies and procedures.
This position description may not include all of the listed duties, nor do all of the listed examples include all tasks which may be found or assigned to this position.
MINIMUM QUALIFICATIONS:
- Must be 18 years of age or older.
- High School Diploma or GED equivalent is required.
- Six months call center experience required.
- A minimum combined one-year of experience in guest facing customer service required.
- Call center, hotel or travel agency guest facing customer service experience preferred.
- Must possess effective communication skills and a clear, distinct and pleasant speaking voice.
- Must be able to apply commonsense reasoning to a variety of situations.
- Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
- Required to maintain a valid Driver’s License.
- Required to provide documents to show the applicant is eligible to work in the United States.
- Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
- Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.
Responsibilities
JOB DUTIES:
- Answers all incoming calls in a prompt and courteous manner.
- Enters guest reservations properly into the Property Management System while guest is on the phone.
- Inform guest of all information including current marketing campaigns, events, etc., and as required by policy and procedure.
- When required, transfers calls to appropriate departments, relay messages, and assist callers quickly and professionally.
- Responds to inquiries and service issues in an efficient, courteous and professional manner to achieve maximum guest satisfaction.
- Provide professional friendly guest service while answering all questions regarding Osage casinos properties and surrounding area.
- Maintains a working knowledge of payment policies, check in requirements, and all areas required to maintain excellent guest service.
- Contributes and works as a team to accomplish all areas of job functions.
- Make outbound calls as needed
- Perform other duties as assigned.
GUEST SERVICE:
- Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
- Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
COMMUNICATION:
- Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter.
REGULATORY COMPLIANCE:
- Performs all duties and attends all trainings in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.
Qualifications
KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS:
- Skill in operating office computers including Microsoft Office Suite.
- Read, write, speak and understand the English language. Read Company or departmental reports, newsletters, and documents.
- Perform basic mathematical computations (add, subtract, multiply, divide in all units of measure, including whole numbers, common fractions, and decimals.)
- Protect the Company’s value by keeping information confidential.
- Perform assigned tasks under moderate supervision. Follow written and verbal instructions.
- Establish and maintain positive relationships with upper management, supervisory staff, employees, and the general public. Work well alone or within a team.
- Exercise sound judgment and solicit assistance for decisions in a manner consistent with the essential job duties and responsibilities.
- Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
- Ability to Type effectively at 30 words per minute or greater.
- Ability to communicate effectively, both verbally and in writing.
- Ability meet strict deadlines.
- Ability to work with timeliness and thoroughness.
- Knowledge of surrounding areas and points of interest.
PHYSICAL DEMANDS:
- Employee is regularly required to sit for extensive periods of time.
- Use hands to finger, handle, or feel objects, tools or controls.
- Must have normal auditory and good verbal communication.
- Ability to lift upwards of 15 pounds.Ability to drag, push, or pull up to 50 pounds.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT
- Work performed in a call center setting.
- Evening, weekend, extended hours, and irregular shifts may be required.
- Ability to work nights and weekends required.
- Noise level in the work environment is low to moderate.
About Osage Casino Tulsa
Osage Casino Hotel Tulsa is located 4 miles from Downtown Tulsa and features over 1,600 slot machines along with 15 table games, roulette, craps, and a high-limit room. Guests enjoy lunch or dinner at Thunder Bar & Grill for tasty entrees and ice-cold beverages. Roni Peppo’s pizza kitchen serves delicious pizza for breakfast, lunch, and dinner. Our entertainment venue, Skyline Event Center offers the hottest concerts in town with 2,000 seats and 5 VIP suites.
Our luxury hotel has 286 rooms including 21 suites and 7 hospitality suites offering guests a comfortable stay and many modern amenities including a resort-style outdoor pool and spa with private cabanas. We also have free valet parking, a fitness center, and gift shop
About Osage Casinos
Osage Casinos is the premier gaming and hospitality enterprise of the Osage Tribe and is an Oklahoma Federally recognized tribal entity. The Osage Tribal Council created the Osage Tribe Gaming Enterprise Board.
The Osage Tribe Gaming Enterprise Board provides oversight for its business entity Osage Casinos. Osage Nation uses revenues from the Osage Casinos to: fund tribal government and programs, provide for the general welfare of the tribe and its members, promote tribal economic development, support charitable organizations and help fund operations of local government agencies of the Osage Nation
Osage Casino offers a world-class casino experience. Combined with our unmatched hospitality, Osage Casino is where our customers find an unforgettable gaming experience.
Our portfolio of Oklahoma casinos includes Tulsa, Sand Springs, Bartlesville, Ponca City, Skiatook, Hominy & Pawhuska.
Osage Casino provides a first-class experience to guests at all 7 locations and has built a unique company culture that supports its Team Members in extraordinary ways. Everything we do is led by a simple value system:
Do the right thing, the right way, for the right reasons, but have fun!
As part of the Osage Casino Team, you will discover our Purpose and Values and how it is integrated into the Guest experience. We strive to inspire positive energy among our team by bringing a level of human caring into the workplace, a sense of belonging and importance amongst our team and opportunities for advancement within our organization.
Our Employee Perks and Benefits
- Bi-Weekly Direct Deposit
- Medical Insurance / Blue Cross Blue Shield, $41.00 per pay period for employee
- Vision Insurance / Vision Service Plan ~ $6 for employee only
- Delta Dental Insurance – Provided by Osage Casino at no additional cost
- Free Health Clinic for insured employees and family
- 401k with 5% Employer Match
- PTO policy for vacation, sick, and paid leave, amount of bank increases with tenure
- Life Insurance - Provided by Osage Casino at no additional cost
- Short-Term Disability - Provided by Osage Casino at no additional cost
- Long-Term Disability – Provided by Osage Casino at no additional cost
- Paid Maternity Leave (4 weeks)
- Paid Paternity Leave (2 weeks)
- Wellness Program
- Employee Assistance Program (EAP)
- FMLA
- Flexible Spending Accounts
- Dependent Care Account
- Critical Illness Insurance
- Accident/Hospital Indemnity Insurance
- Tuition Assistance Program
- On-site ATM’s
- Discounts on hotel, and event tickets
- Discounted Meals
- Employee Recognition Program
The seven (7) Osage Casinos include:
Osage Casino Hotel Tulsa is located 4 miles from Downtown Tulsa and features over 1,600 slot machines along with 15 table games, roulette, craps, and a high-limit room. Guests enjoy lunch or dinner at Thunder Bar & Grill for tasty entrees and ice-cold beverages. Roni Peppo’s pizza kitchen serves delicious pizza for breakfast, lunch, and dinner. Our entertainment venue, Skyline Event Center offers the hottest concerts in town with 2,000 seats and 5 VIP suites.
Our luxury hotel has 286 rooms including 21 suites and 7 hospitality suites offering guests a comfortable stay and many modern amenities including a resort-style outdoor pool and spa with private cabanas. We also have free valet parking, a fitness center, and gift shop.
Osage Casino Hotel Ponca City features over 400 electronic games, 48 hotel rooms, along with an outdoor swimming pool, fitness center, and a 24-hour convenience store with snacks, drinks, and gas. Guests can dine at the Salted Fork and enjoy cocktails and delicious food at the Copper Tap bar.
OsageCasino Hotel - Skiatook features 415 electronic games, 33 hotel rooms, along with an outdoor swimming pool, fitness center, and a 24-hour convenience store with snacks, drinks, and gas. Guests can dine at the Fiery Grille and enjoy cocktails and delicious food at the Tin Pint bar.
Osage Casino Sand Springs features 460 electronic games, Players can enjoy fresh pizza at Roni Peppo’s pizza kitchen and cocktails at the Triple Bar.
Osage Casino Bartlesville is nestled in the Osage Hills of Oklahoma, situated on a 125-acre site. Our casino features over 521 electronic games, 102 luxury hotel rooms, 6,210 sq. feet of banquet space that can be divided into smaller areas, full audio-visual services, full service catering, and an outdoor resort style pool with a poolside bar.
Osage Casino Hominy Osage Casino Hominy has over 215 electronic games and a delicious deli full of tasty options, as well as an array of player promotions and special events. Our employees enjoy competitive wages, exceptional benefits, opportunities for advancement and just love working at Osage Casino!
Osage Casino Pawhuska Osage Casino Pawhuska has over 175 electronic games and a delicious deli full of tasty options. We provided a variety of promotions and special events. Our employees enjoy competitive wages, exceptional benefits and perks, opportunities for advancement and just love working at Osage Casino!
