Call Center Supervisor chez Muckleshoot Casino Resort

WHAT'S IN IT FOR YOU

• Competitive salary at $20.84/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 B & Class A)
• 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. 
• Serve as a leader and mentor for new hires and team members, embodying MCR's values and setting a standard of excellence in guest service and professionalism. 
• Provide guidance and support to team members, fostering a positive and collaborative work environment. Take ownership of MCR's phone system, including managing inbound telephone calls, live chats, SMS messages, and more. 
• Demonstrate leadership by handling a wide range of transactions, from call transfers to executive requests to resolving concerns from guests. 
• Lead by example in responding to inbound guest and internal team member communications through various channels, using methods established by the leadership team. 
• Articulate company products and services clearly to guests, always prioritizing active listening and understanding their needs. 
• Identify up-selling opportunities when appropriate and cross-sell alternative services when specific requests cannot be fulfilled. 
• Play a crucial role in confirming guest requests for casino and dining reservations and other services within established guidelines. 
• Uphold a positive image of the company when interacting with both guests and fellow team members. 
• Escalate complex situations to Team Leaders as they arise, contributing to effective problem resolution. 
• Conduct peer-to-peer coaching sessions to assist team members and address their questions. 
• Adhere to a set schedule, performing assigned tasks punctually. 
• Collaborate with senior leadership to assess individual performance and actively work on improvement where opportunities exist. 
• Assist on the contact center floor by answering questions and providing support to the team. 
• Share important observations from guest interactions with senior leadership and all appropriate parties, providing suggestions for enhancing processes, products, or service offerings. 
• Support and promote the company's culture and team philosophy throughout the property. 
• Comply with all departmental and company policies, including business ethics guidelines. 
• Maintain the confidentiality of company trade secrets and proprietary information, including business processes and guest data. 
• Foster a positive and safe work environment, report issues to the appropriate personnel. 
• Act in a manner that positively always represents Muckleshoot Casino Resort. 
• Perform any other duties as assigned to contribute to the overall success of the team and organization. 
• Creates, maintains, and facilitates a positive and safe work environment; promotes positive team member relations and reports issues to the appropriate personnel.  
• Perform other duties as assigned. 

WHAT YOU’LL BRING 

• 2 (Two) years customer service experience in a fast-paced, service-oriented environment is required.
• 1 (One) year of leadership or supervisory experience is required. 
• Experience in a call center or contact center setting is a plus. 
• Tribal gaming experience a plus.  

HOW YOU’LL BE SUCCESSFUL  

• Knowledge with resort check-in software such as Cloudbeds, Hotel Connect, WebRezPro etc.
• Knowledge of procedures and standards of hospitality industry. 
• Skilled in bookkeeping and related software.  
• Skilled in basic accounting and mathematics.  
• Ability to solve client issues in a friendly and timely fashion. 
• Ability to work with a high level of attention to detail. 
• Ability to communicate effectively, both orally and in writing. Read, write and speak English fluently. 
• Ability to remain positive and focused in a fast-paced environment.