# Reservations/Call Center Representative - Full Time

**Company:** [Ocean Casino Resort](http://jobs.workable.com/companies/xoRv1ViTp8hPagKVNr2cEB.md)
**Location:** Atlantic City, United States
**Workplace:** on site
**Employment type:** Full-time
**Department:** Reservations

[Apply for this job](http://jobs.workable.com/view/ebc898e0-c8a7-452e-af7e-6a8b7d6d6672)

## Description

**About the Role**

The Reservations/Call Center Representative is responsible for providing customers with a clear picture of Ocean Casino Resort products and services.

**Position Responsibilities**

-   Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, events, transportation and entertainment reservations.
-   Responding to inbound customer e-mail inquiries, using methods and verbiage defined by management
-   Always leading the call without failing to listen to the voice of the customer
-   Ensuring that customer requests for reservations and other services are met and confirmed; within the guidelines established by management
-   Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met
-   Presenting, at all times, a positive view of the Ocean Casino Resort when interacting with customers and fellow employees
-   Escalating difficult and complex situations to Call Center Supervisors as they arise
-   Provide Call Center Supervisors with important observations pulled from many customer interactions, offering suggestions to improve process, product or service offerings
-   Performs all other related and compatible duties as assigned

**Essential Functions**

-   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, sales-oriented environment
-   Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (key board data entry) as well as prolonged viewing of data on a computer monitor
-   Must demonstrate scheduling flexibility, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required)

## Requirements

-   One year or more of directly related experience in an inbound contact center

-   Effective, demonstrable computer skills (beyond basic key boarding) and understanding of telephone etiquette
-   Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, ACSC) along with proficiency in basic Windows and MS Office packages are considered a plus
-   Strong verbal communication skills
-   Experience handling customer calls in a sales-oriented inbound environment
-   Experience handling reservations or in the casino / hospitality industry is considered a plus
-   Ability to effectively communicate in English

## Benefits

-   Free meal on shift
-   Training & Development
-   Health Care Plan (Medical, Dental & Vision)
-   Retirement Plan (401k,)
-   Life Insurance (Basic, Voluntary & AD&D)
-   Paid Time Off

Pay Rate:$17.50/HR