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CALL CENTER REPRESENTATIVE

Resorts Casino Hotel Atlantic City, NJ

Atlantic City, NJ

Today

Full time Contact Center Customer Service Guest Relations

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Job Description

Resorts Casino Hotel is seeking a Call Center Representative to support both casino and hotel guests through inbound and outbound phone communication. In this onsite role in Atlantic City, you will handle reservations, questions, and guest-related coordination while entering and maintaining accurate information to meet department performance goals.

You will serve callers with a consistent greeting and closing script, fielding requests across hotel rooms, dining, amenities, transportation, theater, and special events. The role also includes sales-focused assistance, including cross-selling opportunities and managing complimentary transactions according to established comp philosophy and management procedures.

Key Responsibilities

Answer and assist incoming calls from casino, direct mail, restaurants, other departments, and transient and hotel sales guests with a positive attitude and proper call flow.
Handle requests and inquiries related to hotel rooms, restaurant information, amenities, transportation, theater, and special events.
Use cross-selling techniques, including promotions, unavailable date guidance, and up-selling accommodations when appropriate.
Interact with casino customers using AS400 to distribute complimentaries based on play level, with supervisor approval aligned to the company’s comp philosophy.
Enter and manage hotel transient and package guests using detailed knowledge of the hotel and available amenities to support sales conversations.
Complete data entry for paperwork supporting Host/Player Development staff, Tour & Travel, Conventions, and Junket and Splinter Representatives.
Enter complimentaries for room service, restaurants, limos, and direct mail accurately, and notify management when complimentary guidelines are not followed.
Coordinate with Restaurant Management to confirm reservations were entered correctly, adjust blocks as needed, and maximize occupancy opportunities.
Maintain working knowledge of hotel status, current entertainment and availability, comp philosophy, and special events to identify cross-selling opportunities and reduce talk time.
Use knowledge of the hotel cashiering system to comp off charges for patrons according to established complimentary guidelines.
Follow professional and consistent verbiage standards set by management.
Strive to meet and exceed job performance goals and standards defined by management.
Assist co-workers and supervisors with assigned job tasks.
Conduct outbound telemarketing, including surveying, based on call volume and targeting new, active, and inactive customers.
Support call monitoring and recording as required.
Perform other duties as assigned and promote positive public relations.

Requirements

High school diploma or equivalent required.
Prior experience in customer service preferred.
Excellent customer service, communication, and telephone skills.
Strong decision making, planning, and organizational abilities with a sense of urgency and the ability to multi-task.
Inbound and outbound telemarketing experience, including conversion rate goals for calls versus bookings.
Effective typing and computer keyboard skills.
Dependable and flexible with the work schedule.

Technology

AS400

Essential Physical Functions

(O) Standing, (O) Walking, (C) Sitting
(N) Kneeling, (N) Running
(N) Lifting, pushing, pulling, carrying, climbing stairs, bending, stooping, climbing ladders, and working at height (max heights listed as n/a)
(C) Finger dexterity and full use of both hands
(C) Working at rapid work speed, working around people, hearing conversation, hearing high acuity, speaking clearly
(C) Seeing near and depth perception; (O) seeing far; (C) color vision

Essential Mental Functions

(C) Writing, reading, and speaking English
(C) Working under pressure/stress
(O) Basic math skills
(C) Making decisions based on facts and data
(O) Making decisions based on personal judgment
(C) Making accurate measurements according to set standards
(O) Planning and/or supervising the activities of others

Essential Interactive Functions

Essential Environment Functions

(C) Working inside, (C) working in a fast-paced environment
(N) Working outside and exposed to smoke
(C) Exposed to excessive noise
(N) Working in dimly lit areas
(O) Exposure to dust, fumes, gases (details not provided) and sudden marked changes of temperature and humidity

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