Representative - Call Center Agent Part Time

Why Ballys

Ballys Corporation is a global casinoentertainment company with a growing omnichannel presence currently owning and managing 15 casinos across 10 states a golf course in New York a horse racetrack in Colorado and having access to OSB licenses in 18 states. The recent acquisition of Aspers Casino in Newcastle UK further expands its international footprint and enhances its diverse entertainment offerings. It also owns Ballys Interactive International formerly Gamesys Group a leading global interactive gaming operator Bally Bet a firstinclass sports betting platform and Bally Casino a growing iCasino platform.

With 10600 employees the Companys casino operations include approximately 15300 slot machines 580 table games and 3800 hotel rooms. Ballys also has rights to developable land in Las Vegas post the closure of the Tropicana.

Upon completion of the announced merger with The Queen Casino & Entertainment Inc. (Queen) the above portfolio is expected to be supplemented with four additional casinos across three states one of which will be an additional state that expands Ballys jurisdiction of operations to include the state of Iowa. Queen will also add over 900 employees and operations that currently include approximately 2400 slot machines 50 table games and 150 hotel rooms to the Ballys portfolio. Ballys will also become the successor of Queens significant economic stake in a global lottery management and services business through its investment in Intralot S.A. (ATSE: INLOT).

The Role: Representative Call Center Agent Part Time

Responsibilities:

• 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 upsell 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 multitask 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.
• Assists with overflow calls from other properties as required.
• 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 coworkers supervisors and guests.
• Follows all relevant policies and procedures.

ADDITIONAL FUNCTIONS:

• Performs other duties as assigned.

Qualifications:

• High school diploma GED or equivalent work experience required.
• 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 multitask.
• 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.
• 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.

Whats in it for you:

• Competitive Salary with annual performance reviews
• Comprehensive health coverage plan that includes medical dental and vision
• 401(K)/ Company Match
• Access Perks and Childcare discounts

Target Hourly Starting Rate: $15/hr

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

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Required Experience:

Unclear Seniority