Call Center Agent

CALL CENTER AGENTS
Please apply through our careers site www.riolasvegas.com/careers:https://dreamscaperio.wd5.myworkdayjobs.com/en-US/Rio_Careers/details/Call-Center-Agents_JR100218
WHAT YOULL DO
The Call Center Agent as an initial point of telephone contact primary responsibility will be to provide responsive, resourceful, and personalized service while promoting, booking, and confirming reservations for rooms, suites, shows, amenities, and restaurants. All duties are to be performed in accordance with departmental and property policies, practices, and procedures.
ROLE EXPECTATIONS
Responsibilities include, but are not limited, to the following:

• Cultivate return business by communicating the companys philosophy of hospitality in all customer interactions.
• Eagerly demonstrate a complete working knowledge of all Rio property room types, room amenities, restaurants, shows, and general knowledge of the hotel/casino.
• Promote and market upsells of rooms and suite types, restaurants, and shows.
• Continually provide the highest level of customer service.
• Verify availability and confirm reservations.
• Responsible for changing, canceling, and reconfirming existing and future reservations as necessary.
• Track and follow established room block and restrictions when notified by management.
• Call transfers to other departments when necessary.
• Forward and deliver guest correspondence when requested.
• Answer all incoming calls in a timely manner.
• Ensure department business is carried out in an effective and proficient manner.
• Maintaining confidentiality of department affairs.
• Performing all duties deemed necessary for the success of the department.

SUPERVISORY RESPONSIBILITIES

• This position does not have supervisory responsibilities.

REQUIREMENTS

• Minimum of one year of customer service experience preferred.
• Excellent verbal communication skills with a consistent pleasant tone and positive sentiment.
• Excellent organizational skills with the ability to multi-task and perform under pressure.
• Aptitude to learn multiple computer systems.
• Basic computer skills including knowledge of function keys, using a mouse, basic navigation, and Microsoft Office necessary.
• Practical proficiency of Hotel/Casino Property Management Systems Opera preferred.
• Ability to multi-task within multiple telephone queues and systems.
• A positive attitude and ability to be a team player are essential.
• Ability to work any shift all hours, all days of the week, day, afternoon, swing, graveyard.
• High School Diploma or equivalent.
• At least 18 years of age.

PREFERRED

• Prior Call Center, Room Reservations, or Front Desk Hotel and/or Casino industry experience preferred.
• Bilingual preferred.

CERTIFICATIONS, LICENSES, REGISTRATIONS

• Must be able to qualify for licenses and permits required by federal, state and local regulations.

PHYSICAL REQUIREMENTS

• Must be able to sit, stand or walk for extended periods of time with frequent bending, stooping, and lifting.
• Must be able to regularly lift and/or move up to 10 pounds and occasionally up to 25 pounds unassisted in the performance of specific tasks as assigned.
• Must have the ability to push, pull, reach, bend, twist, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORKING CONDITIONS

• Work is performed indoors in a climate-controlled environment and exposed to various environmental factors such as but not limited to noise, dust and smoke.
• Close spaces while working with others.

Rio Las Vegas is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Rio Las Vegas makes hiring decisions based solely on qualifications, merit, and business needs at the time.