The Call Center Representative is responsible for handling inbound calls, providing accurate information, and assisting guests with their inquiries. The Call Center Representative must maintain a professional and helpful attitude to ensure a positive and seamless guest experience. The role works within a structured framework of available information however the true guest experience is dependent on the true spirit and personal relationship to be unscripted. The Call Center Representative will own every call they answer and always strive to anticipate the guest’s needs even when the guest has not verbalized the need. The ideal candidate should be detail-oriented, organized, and capable of multitasking in a fast-paced environment.
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.
Responding to inbound guests and internal team members through calls, email, chat, SMS etc., using methods trained and supported by the leadership team.
Providing guests with a clear picture of company products and services; always leading the call without failing to listen to the voice of the guest.
Ensuring that guest requests for casino and dining reservations and other services are confirmed within the guidelines established.
Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases a specific request cannot be met.
Presenting a positive view of the company when interacting with guests and fellow team members
Escalating difficult and complex situations to Team Leaders as they arise
Adhering to a set schedule performing assigned tasks at a specific time
Work with Training / Quality Specialist and Team Leaders to understanding 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.
Works 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
Be willing to 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.
Creates, maintains, and facilitates 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 In bound 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.
HOW YOU’LL BE SUCCESSFUL
Ability to demonstrate a customer-oriented and accommodating demeanor.
Experience managing guest calls in a fast-paced inbound environment, including voice, chat and SMS interactions.
Knowledge of dining reservation systems and player tracking systems (e.g., HMS, SevenRooms, Open Table, Bally CMP, etc.) is a plus!
Strong organizational skills with meticulous attention to detail.
Proficiency in using office software (e.g., Microsoft Office suite, Google Workspace).
Excellent time management skills and ability to prioritize tasks effectively.
Strong verbal and written communication skills.
Ability to work both independently and collaboratively in a team environment.
Ability to communicate effectively, both orally and in writing. Read, write, and speak English fluently.
WHAT TO EXPECT
Availability – Ability to work different shifts, holidays, weekends, and nights to support a 24/7 operation.
Physical – Ability to maneuver in all areas of the casino, ascent/descent from stairs, frequent standing, walking, sitting, reaching, stooping, kneeling, or crouching, and/or prolonged periods of time focusing on tasks. Ability to lift at least 25 lbs. May regularly need to lift/ move, push, or pull up material or boxes necessary to the job function, with or without assistance.
Environment – Exposure to environmental tobacco smoke (ETS) while working and traversing on the gaming floor.
Genuine & Pride: As a Team Member, your authentic character and pride in representing the Muckleshoot name go beyond job titles. This is not just about what’s described in your role, but also about taking collective ownership of our environment. Whether it is pushing in chairs, collecting glassware, or picking up garbage, every shared act contributes to the reputation of Muckleshoot Casino Resort. True pride in our brand means ensuring a welcoming environment for all, recognizing that each of us plays a part in upholding the esteemed reputation we’ve built together.
Guest-Centered Hospitality: Muckleshoot Casino Resort focuses on offering personalized and welcoming experiences highlighting hospitality over basic services, emphasizing on genuine connections and thoughtful recommendations. At Muckleshoot Casino Resort, we are dedicated to taking personal responsibility for bringing these moments to life – it is what we take pride in.