Call Center Representative I - Ada, United States - The Chickasaw Nation

The Chickasaw Nation Ada, United States

2 weeks ago

Description

We are currently looking for a Full Time Call Center Representative I to join our WinStar Call Center Unit 8 team located at the Ada Call Center.

Summary:

Responsibilities:

Provides first class customer service - courteous and helpful to all internal and external customer types
Greets and engages with a smile
Determines and meets needs
Seeks positive experience and outcomes
Answers questions in a courteous and professional manner
Partners with internal and external services as needed to ensure appropriate referral is made
Completes all training and development requirements and participates in continuing education opportunities
Works in a collaborative and supportive manner to support the productivity and safety of the work area, team members and customers of all types
Shares responsibilities for maintaining adequate supplies and equipment
Maintains general upkeep of work area and maintains a safe environment
Observes and addresses potential environmental hazards and risks
Maintains and promotes professionalism
Punctual and consistent in meeting start time, work schedule, attendance and other assigned work time metrics
Adheres to Chickasaw Nation dress code standards
May provide break coverage for others as assigned
May augment staff in other areas as needed based on staffing and needs ratio in regularly assigned unit
Maintain knowledge of and follow all laws, rules, regulations, policies and SOPs for assigned area, e.g. MICS, TICS, hospital standards, health codes, food sanitation, accounting principles, etc.
Answers the phone, transfers calls, takes messages and screens calls per guidelines for areas served
Handles routine customer complaints and incidents, exhibiting the appropriate discretion to identify situations that require the attention of supervisory personnel
Explains various aspects of programs, promotions, benefits, rewards and or requirements to internal and external customers, citizens, etc.
Books guest reservations/tickets for all applicable amenities such as hotel, golf, spa, RV, concert or any other amenity using applicable systems
Actively assist in marketing of casino, hotel, citizen, employee and or other events, promotions and activities to both internal and external customers as assigned
Covers the reception area at all times
All other duties as assigned

Competencies:

Essential:

Follow instructions, written or oral
Adhere to all scheduling and attendance requirements
Ability to handle difficult customers and situations
Honesty, truthfulness, reliability, accountability
Read, understand and apply regulations and policies
Knowledge of all casino promotions
Ability to multitask
Organizes work and assigned area logically and orderly
Communicates verbally with team, departments, guests and management
Writes effective communications with team, departments, guests and management

Skills:

Essential:

Must be familiar with the MS Office Suite of products
Accurately type 30 words per minute

Experience:

Nonessential:

1 year directly related experience

Education:

Essential:

High School, GED or Equivalent

Credentials:

Essential:

Pass gaming background check
Pass general background check

Working Conditions:

Essential:

Sitting up to 75% of shift
Standing up to 25% of shift
Walk up to 50% of shift

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