VIP CALL CENTER AGENT (part-time)

Job Title : VIP Call Center Agent (part-time only)

Department : Player Development

Reports to : Player Development Manager / Player Development Vice President

Summary

Under the direction of the Player Development Manager / Player Development Vice President, the VIP Call Center Agent will serve as a liaison between the VIP guest and the resort to ensure that the department is personally contacting qualified guests and keeping them informed of the events and offers they have available at Casino Arizona and Talking Stick Resort.

This job requires the VIP Call Center Agent to generate a minimum of 70 outbound calls per day, as assigned through tasks in QCI, to our VIP guest. Their goal is to fill events, concerts, and sports activities which in turn will drive a visit to Casino Arizona and or Talking Stick Resort. Must be able to convert a minimum of 5% of all guests called into a future verified reservation and or visit. Sales skills are essential to the success of this position.

This job will require the employee to exude exceptional professional abilities including the ability to book trips and events, let the guest know about future events and sell the next trip. This employee must have strong organizational abilities to communicate with PD team members as well as with all other teams at the properties. Sales skills are essential for this position.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Essential Duties and Responsibilities include the following . Other duties may be assigned.

• Pass down pertinent information regarding VIPs to the PD management team.
• Ability to successfully use our CRM system, QCI, and enter guests’ preferences.
• Emphasis on marketing to inactive and new players as well as filling under-performing special events.
• Ability to follow through and complete tasks assigned through QCI.
• Responsible for the enforcement of all applicable regulations, under the code of Federal Regulations, Title 31, Chapter X, as it pertains to this position. This includes, but is not limited to, observing and reporting suspicious activity, of either customers or employees, as defined in the Code of Federal Regulations.
• Responsible for maintaining up-to-date knowledge of all applicable regulations under the Code of Federal Regulations, Title 31, Chapter X, by attending Title 31 / Anti-Money Laundering training, provided by Casino Arizona, at least once a year or more if required by management and outlined in the Title 31 Minimum Internal Controls.

Education and / or Experience

GED or high school diploma required; Previous outside (outbound) sales experience required. Phone sales strongly preferred.

Computer Skills

To perform this job successfully, an individual must have excellent PC skills and a working knowledge of Microsoft Office applications (Word, Excel, Outlook, etc.).

Other Qualifications

Language Skills

Must be able to read, write, speak and understand English. Bilingual strongly preferred.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit or stand for prolonged periods of time; walk; use hands and fingers to handle or feel; reach with hands and arms and talk or hear. The employee must regularly lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environmen t

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this Job, the employee is regularly exposed to secondary smoke. The noise level in the work environment is usually loud.