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Customer Care Representative Regional

Company: MGM Resorts
Location: Atlantic City
Posted on: November 22, 2021

Job Description:

This role greets 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 customers. In most cases the first person to welcome our guests.* Responding to inbound customer e-mail inquiries, using methods and verbiage defined by management

* Providing customers with a clear picture of Borgata's products and services; always leading the call without failing to listen to the voice of the customer

* Ensuring that customer requests for reservations and other services are met and confirmed; within the guidelines established by management

* Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met

* Presenting, at all times, a positive view of the Borgata when interacting with customers and fellow employees

* Escalating difficult and complex situations to Team Leaders as they arise

* Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated

* Provide Team Leaders with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings

* Periodic assignments at the box office, handling show ticket sales and distribution

* Works diligently to support the S.H.O.W. Service Basic Standards culture and team philosophy throughout the property

* Comply with all departmental and Company Policies including Borgata's business ethics guidelines.

* Comply with all New Jersey regulatory requirements

* Maintain confidentiality of all Borgata trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information

* Must be prepared and able to handle, with composure and tact, a high volume of repetitive customer interactions over the telephone in a fast paced, sales-oriented environment

* Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (keyboard data entry) as well as prolonged viewing of data on a computer monitor

* Must demonstrate scheduling flexibility, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required)

Job Requirements* One year or more of directly related experience in an inbound contact center

* Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette

* Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, ACSC) along with proficiency in basic Windows and MS Office packages are considered a plus

* Strong verbal communication skills

* Experience handling customer calls in a sales-oriented inbound environment

* Experience handling reservations or in the casino / hospitality industry is considered a plus

* Ability to effectively communicate in English

Keywords: MGM Resorts, Camden , Customer Care Representative Regional, Other , Atlantic City, New Jersey

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