Welcome page Returning Candidate? Log back in! FRENCH SPEAKING-Customer Care Representative II Job Locations US-FL-Davie Location : Name Seminole Hard Rock Support Services Requisition ID 2024-57164 Job Category Guest Services Job Code Title REP02 Overview

The Customer Care Representative is a critical to the success of the company casino & hotel properties because the role is geared towards providing callers with positive experience during and in advance of their visits.  In this way, the Representative acts as the voice of the company and its properties.  In the context of frequent and sometimes challenging (and often rewarding) customer contact, the Representative works in a structured framework of readily available information, continual management support, and measureable, achievable goals.

 

Responsibilities

Essential Job Functions:

Answering inbound telephone calls in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for VIP customersResponding to inbound customer and partner digital inquiries, using methods and verbiage defined by managementProviding customers with a clear picture of company products and services; always leading the call without failing to listen to the voice of the customerEnsuring that customer requests for reservations and other services are met and confirmed within the guidelines established by managementSensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases a specific request cannot be metPresenting, a positive view of the company and its properties when interacting with customers and fellow employees at all timesEscalating difficult and complex situations to Team Leaders as they ariseWork with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicatedProvide Team Leaders with important observations culled from many customer interactions, offering suggestions to improve process, product or service offeringsWorks 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, customer information, marketing plans and any other confidential informationBe 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 call center floor by answering questionsDemonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, Unlimited Future,” and values of Fast, Fun, Friendly, Fresh and Focused in all we doExhibit conduct in accordance with all company regulations and Seminole Tribe of Florida departmental policies and procedures

 

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Qualifications

Qualifications

One year or more of directly related experience in an inbound contact center or similar customer service roleEffective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquetteKnowledge of property management, reservations and player tracking systems (e.g. LMS, CMP) is advantageous; proficiency in basic Windows and MS Office packages is very importantStrong verbal communication skillsExperience handling customer calls in a sales-oriented inbound environmentExperience handling reservations or in the casino / hospitality industry is considered a plusMust be able to work flexible schedules based on the needs of the business

 

For a listing of all opportunities, please go to www.gotoworkhappy.com.

 

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