Job Code
Employment Status
Full Time

Customer Care Representative

Job Description

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 e-mail inquiries, using methods and verbiage defined by management

Providing customers with a clear picture of Borgata’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 Borgata 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

Periodic assignments at the box office, handling show ticket sales and distribution

Works diligently to support the S.H.O.W. Service Basic Standards culture and team philosophy throughout the property

Comply with all departmental and Company Policies including Borgata’s business ethics guidelines.

Comply with all New Jersey regulatory requirements

Maintain confidentiality of all Borgata trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information

Must be prepared and able to handle, with composure and tact, a high volume of repetitive customer interactions over the telephone in a fast paced, sales-oriented environment

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 demonstrate scheduling flexibility, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required)

Job Requirements

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

Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, ACSC) along with proficiency in basic Windows and MS Office packages are considered a plus

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

Ability to effectively communicate in English