Customer Care Representative 1- (Digital Customer Care Team)

Overview

The Digital Customer Care Representative is responsible for interacting with our guests and loyalty members via phone, email and live chat. 

We are looking for a person who is genuinely excited to help our guests every single day, no matter how simple or complex the issue.  Someone patient, empathetic, and passionately communicative. 

The ideal candidate can put themselves in our guests’ shoes and advocate for them when necessary, ensuring we provide solutions in a timely manner.

Problem-solving comes naturally to them, and they are confident in troubleshooting and will do the research necessary if they don’t have enough information to resolve the concern. 

What We Offer:

• Paid Weekly
• Competitive Health Plans
• Training and Development
• Tuition Reimbursement
• Team Member Discounts
• Much More!

Responsibilities

• Respond to guest inquiries, issues and concerns in a timely manner via telephone, email and live chat
• Actively seeks solutions, identifies, troubleshoots and resolves guests issue or concern
• Maintains a positive, empathetic, and professional attitude toward the guest at all times
• Ability to work under pressure, maintain composure and respond to challenging inquiries
• Effectively execute a variety of tasks at the same time
• Maintain confidentiality of all company trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information
• Demonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, and Unlimited Future.”
• Exhibit conduct in accordance with all company regulations and Seminole Tribe of Florida departmental policies and procedures

Qualifications

• Must have a minimum of 1 year of customer service and/or office environment experience providing administrative support
• Ability to multitask, prioritize, and manage time effectively in a very fast-paced environment
• Ability to work effectively, independently and collaboratively
• Excellent communications skills, both verbally and written
• Strong attention to detail skills
• Ability to recognize the guest concern by asking appropriate questions and gathering information
• Strong problem-solving and troubleshooting skills
• Strong active listening skills, both verbal and written
• Able to demonstrate a thorough knowledge of Microsoft applications with a focus on Outlook, Word, Excel and PowerPoint as well as familiarity with internal CRM applications—Salesforce experience preferred
• Schedule flexibility to accommodate evolving business needs
• Additional fluency in another language other than English is a plus #LI-DA1

As part of the Seminole Hard Rock Support Services employment process, final candidates will be required to complete a background check. These background checks may include, but are not limited to:

• Criminal Background Check
• Drug Screen  

Disclaimer:  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).