Call Center Representative at Muckleshoot Casino Resort

WHAT'S IN IT FOR YOU

• Competitive salary of $19.61/hr. with discretionary performance bonuses 2x a year!
• Fully paid medical, prescription drug, dental, and vision coverage for you and competitive premiums for your dependents.
• Complimentary meals and covered team member parking.
• Employer-paid life insurance, long-term disability and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.
• Company-paid gaming licenses (Class A & Class B)
• Variety of additional voluntary benefits and retirement plans.

WHAT YOU’LL DO 

• Be the face of MCR for new hires and team members; exemplify MCR’s values and set a great example by always demonstrating excellent guest service and professionalism. 
• Manage MCR’s phone system, answering inbound telephone calls, live chats, SMS messages, etc. in an environment where transactions range from call transfers to an executive, to a request for dining, and event and entertainment reservations for VIP guests, to calls expressing a concern about a previous visit. 
• Respond to inbound guests and internal team members through calls, email, chat, SMS etc., using methods trained and supported by the leadership team. 
• Provide guests with a clear picture of company products and services; always leading the call without failing to listen to the voice of the guest. 
• Ensure that guest requests for casino and dining reservations and other services are confirmed within the guidelines established. 
• Sense and exploit up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met. 
• Present a positive view of the company when interacting with guests and fellow team members.  
• Escalate difficult and complex situations to Team Leaders as they arise. 
• Adhere to a set schedule performing assigned tasks at a specific time. 
• Work with Training/Quality Specialist and Team Leaders to understand individual performance and make efforts to improve performance where there is a noted opportunity. 
• Provide Team Leaders with important observations culled from guest interactions, offering suggestions to improve process, product, or service offerings. 
• Work diligently to support company culture and team philosophy throughout the property. 
• Comply with all departmental and company policies including company business ethics guidelines. 
• Maintain confidentiality of all company trade secrets and proprietary information including business processes, guest information, marketing plans, and any other confidential information 
• Participate in peer-to-peer coaching on a one-on-one basis as well as to support the overall team by assisting on the contact center floor by answering questions. 
• Create, maintain, and facilitate a positive and safe work environment; promotes positive team member relations and reports issues to the appropriate personnel.  
• Demonstrate actions and behaviors that represent Muckleshoot Casino Resort in a positive light. 
• Perform other duties as assigned. 

WHAT YOU’LL BRING 

• 1 (One) year in Inbound Call Center or relatable role in Customer Service specifically is required. 
• 1 (One) year of luxury hospitality or Tribal gaming is a plus!  
• Keyboarding skills and basic computer knowledge.