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Call Center Representative

Call Center Representative

Muckleshoot Indian CasinoAuburn, WA , US
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WHAT'S IN IT FOR YOU

  • Competitive salary of $19.61 / hr.  with discretionary performance bonuses 2x a year !
  • Fully paid medical, prescription drug, dental, and vision coverage for you and competitive premiums for your dependents.
  • Complimentary meals and covered team member parking.
  • Employer-paid life insurance, long-term disability and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.
  • Company-paid gaming licenses (Class A & Class B)
  • Variety of additional voluntary benefits and retirement plans.

WHAT YOU’LL DO

  • Be the face of MCR for new hires and team members; exemplify MCR’s values and set a great example by always demonstrating excellent guest service and professionalism.
  • Manage MCR’s phone system, answering inbound telephone calls, live chats, SMS messages, etc. in an environment where transactions range from call transfers to an executive, to a request for dining, and event and entertainment reservations for VIP guests, to calls expressing a concern about a previous visit.
  • Respond to inbound guests and internal team members through calls, email, chat, SMS etc., using methods trained and supported by the leadership team.
  • Provide guests with a clear picture of company products and services; always leading the call without failing to listen to the voice of the guest.
  • Ensure that guest requests for casino and dining reservations and other services are confirmed within the guidelines established.
  • Sense and exploit up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met.
  • Present a positive view of the company when interacting with guests and fellow team members.
  • Escalate difficult and complex situations to Team Leaders as they arise.
  • Adhere to a set schedule performing assigned tasks at a specific time.
  • Work with Training / Quality Specialist and Team Leaders to understand individual performance and make efforts to improve performance where there is a noted opportunity.
  • Provide Team Leaders with important observations culled from guest interactions, offering suggestions to improve process, product, or service offerings.
  • Work diligently to support company culture and team philosophy throughout the property.
  • Comply with all departmental and company policies including company business ethics guidelines.
  • Maintain confidentiality of all company trade secrets and proprietary information including business processes, guest information, marketing plans, and any other confidential information
  • Participate in peer-to-peer coaching on a one-on-one basis as well as to support the overall team by assisting on the contact center floor by answering questions.
  • Create, maintain, and facilitate a positive and safe work environment; promotes positive team member relations and reports issues to the appropriate personnel.
  • Demonstrate actions and behaviors that represent Muckleshoot Casino Resort in a positive light.
  • Perform other duties as assigned.

    • WHAT YOU’LL BRING

  • 1 (One) year in Inbound Call Center or relatable role in Customer Service specifically is required.
  • 1 (One) year of luxury hospitality or Tribal gaming is a plus!
  • Keyboarding skills and basic computer knowledge.
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    Call Center Representative • Auburn, WA , US