CALL CENTER AGENT-CALL CENTER -CRDE (FULL-TIME/VARIES)

Responsible for providing outstanding guest and associate service while performing assigned duties, including interpreting and conveying information throughout the Resort.  Responsible for greeting guests in a courteous, friendly manner, and displaying a high standard of customer service.

Pearl River Resort Associates are required, on a continual basis to…

Adhere to any and all company and departmental policies, practices and procedures.

Contribute to a safe work environment, through compliance with established safety guidelines, identifying potential safety hazards, and reporting same to the appropriate person for proper resolution.

Maintain a professional departmental, company and community reputation. 

• Consistently deliver exceptional customer service.
• Provides efficient service in receiving and distributing calls, and messages.
• Follow all standard operating procedures (SOP’s) and quality standards, while still exceeding the guest’s expectation. 
• Maintains a working knowledge of facilities, current and upcoming special events, in order to advise guests and fellow Associates of same, whenever possible.
• Quoting rates and room availability in accordance with established procedures.
• Filing, retrieving, and updating reservations and related reports.
• Understand and be able to explain the Hotel’s guarantee and credit policies.
• Be aware at all times of the selling strategy, rates, groups and packaging plans.
• Maintains the highest degree of confidentiality.
• Responsible for maintaining a consistent, regular attendance record.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

AGE and GAMING:

21 years of age or above.

Gaming property – Must be able to obtain and maintain a gaming license issued by the Choctaw Gaming Commission.

EDUCATION and/or EXPERIENCE:

High School diploma or GED is preferred.

TESTING:

Must score a minimum of 30 WPM, with an accuracy rating of 85% or better on the Keyboarding test, 3000 KPH on Data Entry.  Required testing identified for this position must be taken within 5 business days of applying for the position.  (Please contact the Employment Center at 601-663-0131 to inquire about testing center hours.)

SPECIAL QUALIFICATIONS:

Previous knowledge of SYNKROS, LMS, & ARTS property systems is preferred.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions and correspondence. Ability to write basic instructions and correspondence. Ability to effectively present information in one-on-one and small group situations.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to apply commonsense reasoning to a variety of situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by the Associate to successfully perform the essential functions of this job.

Essential responsibilities include moderate physical ability such as sitting for 100% of the shift. Extensive bending, stooping and stretching of arms during assigned shift. Use of computer and possible eye strain throughout assigned shift.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate to loud. When on the casino floor, the noise level increases to loud. When on the casino floor or other designated areas may be subjected to tobacco smoke.

Due to the unpredictable nature of the hospitality/entertainment industry, Associates must be able to work varying-schedules to reflect the business needs of the property.