Job Code
Employment Status
Full Time
Travel Involved

Customer Care Representative

Job Description

This role greets 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. In most cases the first person to welcome our guests.  

  • 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