Representative - Call Center Agent (Full Time)

Why Ballys

Ballys Corporation (NYSE: BALY) is a global casino-entertainment company with a growing omni-channel 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 first-in-class 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 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 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.
• 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 co-workers 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 multi-task.
• 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