CUSTOMER CARE - OUTBOUND SPECIALIST

Overview

As an Outbound Calling Sales Specialist at Hard Rock and Seminole Gaming, you will play a crucial role in driving revenue and enhancing customer engagement. Your primary responsibility will be to proactively reach out to potential and existing customers, promoting our casino services and offerings. You will utilize your excellent communication skills to build strong relationships, understand customer needs, and provide tailored solutions that align with their preferences. In addition to generating sales and increasing customer loyalty, you will also assist customers in making reservations for hotel stays, dining, spa services, casino giveaways, and other benefits. Your goal is to contribute to the overall success of our gaming operations by ensuring a seamless and enjoyable experience for our customers.

Responsibilities

Essential duties include, but are not limited to:

• Ability to clearly explain specific marketing promotions, initiatives, and property amenities based on customer interest and needs.
• Maintains outstanding “data hygiene” and ensures that contact information on all assigned players is correct and up to date.
• Demonstrates exceptional guest service to both internal and external customers with every interaction.
• Accurately document and process customer reservation requests for rooms, events, promotions, restaurants, spa, and dining.
• Ensure all policies and procedures are followed with all required paperwork completed and filed accurately.
• Meet or exceed established call metrics, including the number of calls made, connections achieved, and reservations booked.
• Handle inbound calls/chat and other contacts from guest

Qualifications

Qualifications:

• Minimum 2 years of current telemarketing or contact marketing experience preferred or an equivalent combination of education and experience in the Casino or Hotel business preferred
• Minimum of 2 years of current Customer Care experience
• Experience in casino and/or hotel environment preferred
• Proficient knowledge of Microsoft Office, Excel, and Word preferred
• Experience in gaming machines and/or table games preferred
• Must have exceptional guest service skills
• Must have the ability to resolve stressful situations
• Ability to work flexible schedules, including nights, weekends and holidays
• Ability to multitask and use multiple computer systems at once

Work Environment:

• Duties and responsibilities are typically performed in an office with a phone and computer.  Occasionally, duties may include meeting or hosting players in the Casino.

• Remain in a seated position for an entire shift executing outbound sales calls and completing reservation transactions which at times requires repetitive finger and wrist motion.

• Must be able to work hours that support the 24-hour call center operation.
• Must meet key performance indicators, such as phone calls, room bookings and other metrics as assigned.

Seminole Hard Rock Support Services is an equal opportunity employer. We strive to foster an inclusive workplace culture for every team member. Seminole Hard Rock Support Services welcomes and encourages applications from people with disabilities. Reasonable accommodation is available upon request for candidates taking part in all aspects of the selection process.

Disclaimer:

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).