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Requisition ID 
Job Location(s) 
US-FL-Ft. Lauderdale
Seminole Property 
Seminole Gaming - Corporate
Guest Services
Position Type 
Full Time

Opportunity Details


Customer Care Dept


Customer Call Center


The Customer Care Representative is critical to the success of Seminole Gaming properties because the role is geared towards providing callers with a 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.


Essential Duties & Responsibilities:

  • 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 customers
  • Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management
  • Providing customers with a clear picture of Seminole Gaming’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 company and its properties 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
  • Works diligently to support Seminole Gaming 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, customer 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 call center floor by answering questions
  • Demonstrate 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 do
  • Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures



  • One year or more of directly related experience in an inbound contact center or similar customer 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) is advantageous; proficiency in basic Windows and MS Office packages is very important

  • 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

  • Must be able to work flexible schedules based on the needs of the business


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




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