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SalaryCall Center Representative I - 5642
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Ada, OK | Customer Service | Full Time
Posted 8 days ago | Apply before March 22, 2024
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Description
We are currently looking for a Full Time Call Center Representative I to join our WinStar Call Center U11 team located at the Ada Call Center.
Summary:
Responsibilities:
- Provides first class customer service - courteous and helpful to all internal and external customer types
- Greets and engages with a smile
- Determines and meets needs
- Seeks positive experience and outcomes
- Answers questions in a courteous and professional manner
- Partners with internal and external services as needed to ensure appropriate referral is made
- 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
- Shares responsibilities for maintaining adequate supplies and equipment
- Maintains general upkeep of work area and maintains a safe environment
- Observes and addresses potential environmental hazards and risks
- 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
- May provide break coverage for others as assigned
- May augment staff in other areas as needed based on staffing and needs ratio in regularly assigned unit
- Maintain knowledge of and follow 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
- All other duties as assigned
Competencies:
Essential:
- Follow instructions, written or oral
- Adhere to all scheduling and attendance requirements
- Ability to handle difficult customers and situations
- Honesty, truthfulness, reliability, accountability
- Read, understand and apply regulations and policies
- Knowledge of all casino promotions
- Ability to multitask
- Organizes work and assigned area logically and orderly
- Communicates verbally with team, departments, guests and management
- Writes effective communications with team, departments, guests and management
Skills:
Essential:
- Must be familiar with the MS 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
- Walk up to 50% of shift
