Teleservices Agent

Description

SHIFT: 2:30pm-11pm & 4:30pm-1am (Shift subject to change based on business needs)

Job Overview:

The Teleservices Agent answers all incoming calls and provides information to callers identifying and acting on opportunities to sell and book reservations at the property. Directs or transfers calls to appropriate department or person. Actively promotes the property and amenities on each call to leave the caller with as much information about Wind Creek Hospitality properties as possible. Represents the company positively by providing a warm greeting, maintaining a positive upbeat tone throughout all calls and checking for satisfaction before ending call.

Purpose:

Our genuine engagement and positive energy provides guests, especially women, an escape into an exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System:

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

Duties and Responsibilities:

• Answers all incoming calls; directing or transferring calls when appropriate
• Books multiple venue reservations
• Provides a warm greeting using voice intonation that is friendly and inviting to the guest
• Maintains composure with guests in difficult situations
• Understands and keeps current of mail offers sent to customers and books appropriate customer offers
• Up-sells and cross-sells property amenities including hotel, restaurants, cooking studio and spa
• Operates under the established department standard operating procedures and customer service behaviors

• Answers call within specific time parameters and completes calls in a timely manner
• Other duties and responsibilities as assigned

Requirements

Job Requirements: (please ensure you meet the listed requirements prior to applying)

• High School diploma or GED required or currently enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment
• Must be twenty-one (21) years of age or older
• Must be able to type 25 words per minute (a skills test will be administered)- required
• Must be able to pass a panel interview
• Must pass a job audition
• Ability to multi-task and process varying degrees of information while maintaining a friendly and professional demeanor with callers.
• Ability to work in a fast-paced environment and meet deadlines
• Must be able to exert professional assertiveness on the phone; applying sale techniques which attempt to convert a request into a reservation booked
• Must be flexible with work shifts; willing to work all shifts when requested or required
• Willing to work odd and irregular hours including nights, weekends and holidays
• Willing to travel and participate in training as recommended or required
• Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
• Must have willingness and ability to work in a smoke/secondary smoke environment

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES

On-line applications are accepted at http://www.windcreekhospitality.com/Careers. For internal employees please submit your Internal Job Posting Form to your property’s Human Resources office.

Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.