Customer Care Representative Regional - Part Time (Borgata)

Company: MGM Resorts
Location: Atlantic City
Posted on: August 1, 2022

Job Description:

PRIMARY PURPOSE:

As a Customer Care Coordinator, you will set the stage for guest experience with your welcoming voice and service. By understanding their unique stories and needs, you will own their experience to create WOW memories they will carry with them far and beyond their stay with us.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

* Assist guests with booking Hotel (Casino, Transient, and Convention) room reservations, restaurant reservations, entertainment and special event reservations; offer information about the resorts, their amenities and the surrounding area
* Assist Player Development staffs (Slot and Table Casino Hosts) in completing all reservations and various complimentary considerations
* Answer 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
* Ensure that customer requests for reservations and other services are met and confirmed within the guidelines established by management
* Sense and exploit up-sell opportunities where appropriate, always attempt to cross-sell in cases when a specific request cannot be met
* Escalate 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 gathered from many customer interactions, offering suggestions to improve process, product or service offerings
* Perform other job-related duties as requested

KNOWLEDGE, SKILLS, AND ABILITIES:

* Able to effectively communicate in English, in both written and verbal forms
* Ability to work under pressure
* Ability to read and write
* Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
* Ability to multi-task and work well in a fast paced, team-oriented environment
* Proficiency of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine
* Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail
* Effective listening abilities with strong judgment skills
* Knowledge of accommodations room capacities, amenities, reservations and player tracking systems (e.g. LMS, ARTS, ACSC)
* Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts
* Maintain a professional, neat and well-groomed appearance adhering to company standards

MINIMUM REQUIREMENTS:

* High school diploma or equivalent
* One (1) year of experience in a similar call center or a customer service position
* Work varied shifts, to include weekends and holidays

PREFERRED:

* Experience in a similar resort environment
* Experience working with Opera, LMS, and/or ACSC

Location:

Atlantic City, New Jersey

Keywords: MGM Resorts, Camden , Customer Care Representative Regional - Part Time (Borgata), Other , Atlantic City, New Jersey