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CUSTOMER CARE OPERATOR - PT

CUSTOMER CARE OPERATOR - PT

Requisition ID 
2017-15974
Job Location(s) 
US-FL-Ft. Lauderdale
Seminole Property 
Seminole Gaming - Corporate
Category 
Guest Services
Shift 
Varies
Position Type 
Part Time

Opportunity Details

Overview

Property_Images

 

 

In addition to its two Seminole Hard Rock Hotels & Casinos, the Seminole Tribe owns and operates the five Seminole Casinos in Coconut Creek and Hollywood, on the Southeast coast in Immokalee near Naples, on the Brighton Reservation north of Lake Okeechobee, and on the Big Cypress Reservation south of Lake Okeechobee.

 

The Seminole Tribe has long been recognized for innovation in its gaming and other businesses. It opened the first high-stakes bingo hall and casino in the United States in 1979. That facility was the forerunner of the Indian Gaming movement throughout North America.

 

Analysts believe today’s Seminole Tribe operates one of the most profitable gaming enterprises in the world. In March 2007, the Seminole Tribe of Florida acquired Hard Rock International, the first transaction of its kind by an Indian tribe. Hard Rock International is one of the most globally recognized music, entertainment, leisure and dining brands. It includes the world’s largest collection of authentic music memorabilia. The deal also includes licensing or franchise agreements for additional restaurants, hotels and Hard Rock Live performance venues.

Responsibilities

The Customer Care Operator is critical to the success of Seminole Gaming properties. The role is to greet callers with a positive experience during and in advance of their visits.  In this way, the Operator acts as the voice of the company and its properties.  In the context of frequent and sometimes challenging (and often rewarding) guest contact, the Operator works in a structured framework of readily available information, continual management support, and measureable, achievable goals. 

 

Essential Job Functions:

 

  • Answering inbound telephone calls in an environment where transactions range from call transfers, to in-room work order requests, to providing information about activities that are happening in and around our properties
  • Providing guests with a clear picture of Seminole Gaming’s products and services; always leading the call without failing to listen to the voice of the guest
  • Handling accurate computer data entry for hotel guest messaging, Facilities/ Public Space/Housekeeping work orders and other computer tasks as assigned
  • Ensuring that guest requests for services are met and confirmed; within the guidelines established by management
  • Presenting, at all times, a positive view of the company and its properties when interacting with guests and fellow team members
  • Assist in peer to peer coaching and training when requested
  • 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 guest interactions, offering suggestions to improve process, product or service offerings
  • Works diligently to support the culture and team philosophy throughout the property.
  • Comply with all departmental and company policies including Seminole Gaming business ethics guidelines.
  • Maintain confidentiality of all Seminole Gaming trade secrets and proprietary information including business processes, guest information, marketing plans and any other confidential information
  • Demonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, Unlimited Service,” and values of Fast, Fun, Friendly, Fresh and Focused in all we do
  • Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures
  • Ensure prompt and discrete notification to management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations

Qualifications

 

  • One year or more of directly related experience in an inbound contact center or similar guest service role
  • Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
  • Knowledge of property management, reservations and player tracking systems (e.g. LMS, CMP, HotSOS) is advantageous; proficiency in basic Windows and MS Office packages is considered a plus
  • Strong verbal communication skills
  • Experience handling guest calls in a high-volume inbound environment
  • Experience handling reservations or in the casino / hospitality industry is considered a plus

Closing:

 

The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.

 

As part of Seminole Gaming’s employment process, final candidates will be required to obtain gaming licensure by completing a background check with Seminole Gaming Compliance and Regulations, prior to an offer being extended. These background checks may include, but are not limited to:

 

  • Credit Check
  • Criminal Background Check
  • Drug Screen    

 

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

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