Contact Center Agent I presso Saracen Casino Resort

Job Overview  

The Contact Center Agent serves as the frontline ambassador for Saracen Casino Resort, responsible for delivering prompt, courteous, and knowledgeable assistance to guests through multiple communication platforms—including phone, email, chat, and web. Representatives provide support related to promotions, reservations, entertainment, and general inquiries while ensuring every guest interaction reflects the highest standards of service and professionalism.  

 Essential Job Functions and Responsibilities  

• Respond to guest inquiries across multiple platforms (phone, email, chat) with accuracy and courtesy. 
• Complete or update reservations for the casino hotel and restaurants. 
• Provide up-to-date information regarding casino amenities, hotel, promotions, dining, and entertainment offerings. 
• Document guest interactions and feedback accurately in the Contact Center system. 
• Resolve guest concerns within established guidelines and escalate complex issues as needed. 
• Support outbound campaigns for events, confirmations, and exclusive offers as directed. 
• Maintain knowledge of current promotions, events, and departmental updates. 
• Adhere to Contact Center protocols, procedures, and quality standards. 
• Uphold a calm and professional demeanor in all interactions, even under pressure. 
• Act as a role model and consistently present oneself as a credit to Saracen Casino Resort. 
• Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed. 
• Hours are determined by Contact Center operating hours: 8:00 a.m. to 12:00 midnight. (Subject to change based on business demands.)

 Qualifications and Requirements  

• Must be 21 years of age or older upon employment. 
• High School Diploma or equivalent required. 
• Minimum 6 months customer service or hospitality experience preferred.
• Proficiency in navigating and adapting to diverse computer systems, including casino operational platforms.
• Excellent quantifiable customer service skills and proven dependability required. 
• Must possess strong interpersonal skills and be able to effectively interact with guests and team members. 
• Must be able to resolve problems and de-escalate situations in a professional, diplomatic, and tactful manner. 
• Must be able to obtain and maintain a valid Saracen Casino Resort Gaming License. 
• Must be able to read, write, speak, and understand English. 
• Must be able to respond to visual and aural cues. 
• Employment is contingent upon the successful completion of a background investigation and drug screening. 

 Physical and Environmental Demands  

• Ability to sit and work at a computer/phone workstation for extended periods. 
• Occasionally lift or move up to 25 pounds. 
• Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced environment and effectively deal with guests, management, employees, and members of the community in all situations. 

Saracen Safety Commitment  

Each employee shall comply with occupational safety and health standards, and all rules, regulations, and orders issued pursuant to the OSH Act applicable to their own actions and conduct.  

This includes:  

Compliance with Standards: Employees must follow OSHA safety standards designed to protect against workplace hazards.  

Adherence to Rules and Regulations: Employees must comply with all internal safety procedures and practices established under the OSH Act.  

Personal Conduct: Employees have a personal responsibility to engage in safe work habits and avoid behaviors that may endanger themselves or others.  

Employees are expected to adhere to and promote the Saracen READY Standards:  

R – Recognize  

E – Engage  

A – Appreciate  

D – Deliver  

Y – Yes, We Can!

Saracen Casino Resort is an equal opportunity employer.