Representative - Call Center Lead Agent

Why Ballys

Ballys Corporation (NYSE: BALY) is a global casinoentertainment company with a growing omnichannel presence. Ballys owns and operates 19 casinos across 11 states along with a golf course in New York and a horse racetrack in Colorado and holds OSB licenses in 13 jurisdictions in North America. The acquisition of Aspers Casino in Newcastle UK expands its international reach. It also owns Bally Bet a firstinclass sports betting platform Bally Casino a growing iCasino platform Ballys Interactive International division (formerly Gamesys Group) a leading global interactive gaming operator and a significant economic stake in Intralot S.A. (ATSE: INLOT) a global lottery management and services business.

With 11500 employees its casino operations include approximately 17700 slot machines 630 table games and 3950 hotel rooms. Ballys also has rights to developable land in Las Vegas at the site of the former Tropicana Las Vegas.

The Role: Representative Call Center Lead Agent

Responsibilities:

• Assumes role of Reservation Sales Agent
• Monitors the number of calls in que to minimize the number of abandoned calls
• May assist with scheduling and coordinating break schedule for Agents
• Observes Agent performance providing timely & effective feedback
• Displays fair treatment with respect to agent feedback and produce documentation as necessary
• Mentors Agents assisting in their professional development and growth
• Adheres to department property policies and procedures
• Processes credit card authorization forms
• Assists with training new agents when needed
• Accepts and services all incoming inquiries related to room reservations and other ancillary outlets in the resort.
• Delivers a customized reservation and customer service experience to those inquiring to book modify or cancel lodging and activity reservations.
• Provide detailed information of resort rooms activities amenities and rate packages
• Effective handling of multiple hotels content and related systems including PMSs and CRSs
• Monitors all internet channels when manager or supervisor are not present
• Checks 3rd party Confirms and charges when needed
• Provides support to Reservation/PBX staff in the guest problem resolution process
• Responsible for communicating in a professional manner and on a continual basis both verbally and in writing with subordinates as well as the Manager and Director of Contact Center

Qualifications:

• The desired candidate will have a high school diploma GED or equivalent experience required
• Must present an overall professional experience and lead by example
• Enjoys presentation of products services and a general interest in destination travel
• Previous customer service experience preferred
• Superior customer service mentality and strong attention to detail
• Ability to thrive on continuous progress in a high volume fast pace sales focused environment
• Ability to multitask
• Ability to work well with others in a manner that shows sensitivity tact and professionalism
• Excellent communication skills in English (verbal and written) required
• Must have a flexible work schedule with the ability to work evenings weekends and holidays as scheduled
• Ability to follow and implement instructions
• Strong listening and ProblemSolving skills
• Proficiency in typing
• Conveys information both written and verbal that is clear precise and understood by others
• Thrives in a competitive environment that celebrates individual and team successes

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 Rate: $16.50/ hourly

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