CALL CENTER REPRESENTATIVE

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

• (C) Working under close supervision and minimal supervision
• (C) Working and interacting with management, co-workers, and guests professionally and courteously

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