Teleservices Agent II

Job Overview: 2:30pm-11:00pm & 4:30pm-1:00am (Shift subject to change based on business needs)

Within Wind Creek, the Teleservices Agent II is the first point of contact and sets the tone for all guest experiences. The Teleservices Agent II works in a digital omni channel environment answering multiple forms of communication including inbound and outbound calls, SMS messages, chat messages and emails for all Wind Creek properties. The Teleservices Agent II utilizes multiple systems to provide information to callers. Agents will also identify and take action for any opportunities to sell and book reservations at the Wind Creek properties. These individuals actively promote the properties and amenities on each call to leave the caller with as much information about Wind Creek Hospitality as possible. The Teleservices Agent II is also responsible for all Spa, Special Events and Host reservations. These individuals work with each property’s marketing teams to secure VIP reservations with elevated amenities as requested. The Teleservices Agent II must be able to proactively problem solve and look at alternative solutions to fulfill all guest needs.

Purpose:

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System:

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

Duties and Responsibilities:

• Acts as the voice of Wind Creek answering all forms of communication including but not limited to phone calls, SMS messages, chats, emails, Web contact forms and internal transfers
• Fulfills all contact forms and host reservation requests
• Performs outbound cold calling to attempt to upsell/book additional services or amenities
• Builds package itineraries and schedules accordingly
• Books hotel, spa, cooking studio, and restaurant reservations
• Provides a warm greeting using voice intonation that is friendly and inviting to the guest
• Engages with customers, provides meaningful response(s) to their requests and needs and engages in dialogue
• Utilizes multiple systems to resolve guest inquiries and confirm venue reservations at all Wind Creek Properties
• Maintains composure with guests in difficult situations; some interactions require de-escalation
• Remains up to date on all property information to be able to answer questions pertaining to promotions, guest rewards, special events, and general information
• Up-sells and cross-sells property amenities including hotel, restaurants, cooking studio, entertainment center, and spa
• Services all guests with the utmost hospitality by effectively demonstrating Wind Creek Hospitality’s guest service expectations
• Answers calls within specific time parameters and completes calls in a timely manner
• Other duties and responsibilities as assigned

• High School diploma or GED required or currently enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment
• Must be twenty-one (21) years of age or older
• Six (6) months experience at a Wind Creek Hospitality contact center- required
• One (1) year of customer service/hospitality experience - required
• Must have proficiency in VIP/Host booking requests and Chat within three (3) months- required
• Must have completed a keyboarding and micro-computer applications efficiency; a skills test will be administered and must have a minimum pass rate of 70% or higher- required
• Must possess general knowledge of property amenities including the Hotel, Fine Dining, Spa, Entertainment, and Culinary Experiences; a skills test will be administered and must have a minimum pass rate of 70% or higher-required
• Must be proficient with Bally’s Casino Marketplace, Open Table, and Opera; a skills test will be administered and must have a minimum pass rate of 70% or higher- required
• Must be able to proficiently utilize digital technology and multiple systems at once
• Demonstrated ability to effectively share ideas with others
• Demonstrated ability to stay up-to-date on new and changing technologies from diverse sources and disciplines that are for web savvy users as well as everyday people in order to assist callers
• Outstanding organizational skills and ability to handle multiple systems simultaneously in a timely manner
• Must be willing to solve people’s problems
• Must be willing to proactively enhance the customer experience
• Must be willing to work hard and enjoy learning
• Must thrive on the excitement of working as part of a goal-oriented team
• Ability to work in a fast paced and frequently changing environment and meet deadlines
• Must be able to pass a panel interview
• Must pass a job audition
• Ability to multi-task and process varying degrees of information while maintaining a friendly and professional demeanor with callers.
• Must be flexible with work shifts; willing to work all shifts when requested or required
• Willing to work odd and irregular hours including nights, weekends and holidays
• Willing to travel and participate in training as recommended or required
• Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
• Must have willingness and ability to work in a smoke/secondary smoke environment

Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.