SPECIALIST I - CUSTOMER CARE

The Specialist position represents an advancement beyond the Customer Care Representative role with more specialized, complex reservations work and fewer repetitive inbound phone calls.  The Specialists will handle group reservations and setup as well as complex VIP reservations. They will answer calls as well, but to a lesser degree than Customer Care Representatives, given the load of complex reservations work for which they’re responsible (often not generated by a phone call). Specialists will research and investigate guest concerns heard through various channels including calls, emails, GEM surveys, Mystery Shoppers, Social Media outlets, etc.

What We Offer:

• Paid Weekly
• Competitive Health Plans
• Training and Development
• Tuition Reimbursement
• Team Member Discounts
• Much More!

Responsibilities:

• Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, event and entertainment reservations for VIP guests

• Responding to and researching guest concerns through various forms of communication which can include but not be limited to calls, chat, text, emails etc.
• Extending the appropriate guest appeasement for service breakdowns or relationship recovery. Document, track and communicate resolution for each guest.
• Serving as escalation point for difficult player-related telephone calls; amicably resolve guest related problems in a fast paced environment
• Reviewing, on a proactive basis, charges posted to hotel folios by new gaming guests during an evaluation period; assisting Player Development to pick-up charges as appropriate to enhance guest experience and intent to return
• 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
• Ensuring that guest requests for reservations and other services are met and confirmed within the guidelines established by management
• Handling hotel cashiering duties in the form of posting and refunding advanced deposits, etc.
• Creating and maintaining group master accounts
• Inputting group rooming lists as needed
• Working as liaison between Customer Care and Hotel Sales department to ensure the integrity of all group-related room inventory and master accounts
• Serving as a point of escalation for Customer Care Representatives in need of help with complex reservation processing
• 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 Seminole Gaming and its properties when interacting with guests and fellow team members
• Escalating difficult and complex situations as they arise
• Work with Quality Coach, Team Leaders and Managers 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 “Five Fs” culture and team philosophy throughout the property.
• Comply with all departmental and Company Policies including Seminole Gaming’s business ethics guidelines.
• 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
• Ensure prompt and discrete notification to management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations
• Show a commitment to ensuring responsible gaming and responsible alcohol service by  discretely notifying appropriate management of concerns and observations

• One year or more of directly related experience in an inbound contact center
• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
• Strong Business Writing skills. Ability to communicate in multiple channels always representing the company professionally.
• Knowledge of Social Media and the role they play.
• Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, CMP) along with proficiency in basic Windows and MS Office packages are considered a plus
• Strong verbal communication and interpersonal skills
• Experience handling guest calls in a sales-oriented inbound environment
• Experience handling reservations in the casino / hospitality industry is considered a plus
• Ability to work independently and under direct supervision, while maintaining a high level of productivity
• Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (keyboard data entry) as well as prolonged viewing of data on a computer monitor
• Must be prepared and able to handle, with composure and tact, a high volume of repetitive guest interactions including escalated calls.
• Must be prepared to creatively resolve guest disputes; must be prepared to honor or decline guest requests in a manner which is authoritative and confident, yet respectful and polite
• Must demonstrate scheduling flexibility, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required 

As part of the Seminole Hard Rock Support Services employment process, final candidates will be required to complete a background check. These background checks may include, but are not limited to:

• Criminal Background Check
• Drug Screen  

Disclaimer:  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).