Call Center Representative I

We are currently looking for a Full Time Call Center Representative I to join our WinStar Call Center Unit 10 team located at the Ada Call Center working 5:00PM-2:00AM - Mo Tu We Th Fr.

Summary:
Responsible for screening and routing of all incoming phone calls, booking guest reservations for all facility amenities assuring the highest quality guest service.

Responsibilities:
Provides first class customer service - courteous and helpful to all internal and external customer types
- Answers questions in a courteous and professional manner
- Partners with internal and external services as needed to ensure appropriate referral is made
- Greets and engages with a smile
- Determines needs, seeks positive experience and outcomes
Completes all training and development requirements and participates in continuing education opportunities
Works in a collaborative and supportive manner to support the productivity and safety of the work area, team members and customers of all types
- Maintains general upkeep of work area and maintains a safe environment
- Maintains and promotes professionalism
- Punctual and consistent in meeting start time, work schedule, attendance and other assigned work time metrics
- Adheres to Chickasaw Nation dress code standards
Maintains knowledge of and follows all laws, rules, regulations, policies and SOPs for assigned area, e.g. MICS, TICS, hospital standards, health codes, food sanitation, accounting principles, etc.
Answers the phone, transfers calls, takes messages and screens calls per guidelines for areas served
Handles routine customer complaints and incidents, exhibiting the appropriate discretion to identify situations that require the attention of supervisory personnel
Explains various aspects of programs, promotions, benefits, rewards and or requirements to internal and external customers, citizens, etc.
Books guest reservations/tickets for all applicable amenities such as hotel, golf, spa, RV, concert or any other amenity using applicable systems
Actively assist in marketing of casino, hotel, citizen, employee and or other events, promotions and activities to both internal and external customers as assigned
Covers the reception area at all times
Performs all other duties as assigned

Competencies:
Essential:
Able to follow instructions, both written and oral
Able to adhere to all scheduling and attendance requirements
Ability to handle difficult customers and situations
Honesty, truthfulness, reliability, accountability
Able to read, understand, apply, and retain knowledge of Chickasaw Nation, departmental, divisional and all other rules, regulations, policies, procedures and guidelines
Knowledge of all casino promotions through communication with leadership and using internal resources such as newsletters, TV and promotions cards
Ability to multitask
Organizes work and assigned area logically and orderly
Able to verbally communicate in a professional and positive manner with other team members, departments, guests and management
Writes effective communications with team, departments, guests and management

Skills:
Essential:
Must be familiar with the Microsoft Office Suite of products
Accurately type 30 words per minute

Experience:

Nonessential:
1 year directly related experience

Education:
Essential:
High School, GED or Equivalent

Credentials:
Essential:
Pass gaming background check
Pass general background check

Working Conditions:
Essential:
Sitting up to 75% of shift
Standing up to 25% of shift
Walking up to 50% of shift

Nonessential:
Hand-held radios