Teleservices Agent Job at Wind Creek Hospitality
Job Overview: 2:30-11:00pm (subject to change based on business needs
Within Wind Creek, the Teleservices Agent is the first point of contact and sets the tone for all guest experiences. The Teleservices Agent works in a digital omni channel environment answering multiple forms of communication including inbound and outbound calls, SMS messages, chat messages and emails for all Wind Creek properties. The Teleservices Agent utilizes multiple systems to provide information to callers. Agents will also identify and take action for any opportunities to sell and book reservations at the Wind Creek properties. These individuals actively promote the properties and amenities on each call to leave the caller with as much information about Wind Creek Hospitality as possible. The Teleservices agent represents the company positively by providing a warm greeting, maintaining a positive upbeat tone throughout all calls and checking for satisfaction before ending each call.
Purpose:
Our genuine engagement and positive energy provides guests an escape into an exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.
Value System:
Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.
Duties and Responsibilities:
Acts as the voice of Wind Creek answering all forms of communication including but not limited to phone calls, SMS messages, chats, emails, and internal transfers
Provides a warm greeting using voice intonation that is friendly and inviting to the guest
Engages with customers, provides meaningful response(s) to their requests and needs and engages in dialogue
Utilizes multiple systems to resolve guest inquiries and confirm venue reservations at all Wind Creek Properties
Maintains composure with guests in difficult situations; some interactions require de-escalation
Remains up to date on all property information to be able to answer questions pertaining to promotions, guest rewards, special events, and general information
Up-sells and cross-sells property amenities including hotel, restaurants, cooking studio, entertainment center, and spa
Services all guests with the utmost hospitality by effectively demonstrating Wind Creek Hospitality’s ten Best Operating Practices (BOPs): Smile, Gratitude, Provide Directions, Resourcefulness, Greet, Present, Eye Contact, Responsiveness, Professionalism, Communication
Answers calls within specific time parameters and completes calls in a timely manner
Other duties and responsibilities as assigned
Job Requirements: (please ensure you meet the listed requirements prior to applying )
High School diploma or GED required or currently enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment
Must be twenty-one (21) years of age or older
Demonstrated ability to articulate thoughts both verbally and in writing using proper grammar and sentence structure; a typing test will be administered with a 25 WPM pass rate- required
Proficiency with Microsoft Office products; Outlook and Word (a skills test will be administered and must pass with a 70% pass rate)- required
Six (6) months of customer service experience - required
One (1) year work experience in CMP/Opera or two (2) years’ work experience with an equivalent guest/data tracking tool – preferred
Working knowledge of Opera, Open Table and Open Course – preferred
Must be able to proficiently utilize digital technology and multiple systems at once
Demonstrated ability to effectively share ideas with others
Demonstrated ability to stay up-to-date on new and changing technologies from diverse sources and disciplines that are for web savvy users as well as everyday people in order to assist callers
Outstanding organizational skills and ability to handle multiple systems simultaneously in a timely manner
Must be willing to solve people’s problems
Must be willing to proactively enhance the customer experience
Must be willing to work hard and enjoy learning
Must thrive on the excitement of working as part of a goal-oriented team
Ability to work in a fast paced and frequently changing environment and meet deadlines
Must be able to pass a panel interview
Must pass a job audition
Ability to multi-task and process varying degrees of information while maintaining a friendly and professional demeanor with callers.
Must be flexible with work shifts; willing to work all shifts when requested or required
Willing to work odd and irregular hours including nights, weekends and holidays
Willing to travel and participate in training as recommended or required
Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
Must have willingness and ability to work in a smoke/secondary smoke environment
NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES
On-line applications are accepted at http://www.windcreekhospitality.com/Careers. For internal employees please submit your Internal Job Posting Form to your property’s Human Resources office.
Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.
Location
Montgomery, AL
Department
Teleservices
Shift
All Shifts
Type
Full-Time
Date Posted
8/4/2022
Date Closing
7/8/2023
Positions
10+
Please Note :
clarksonsquarenyc.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, clarksonsquarenyc.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
Within Wind Creek, the Teleservices Agent is the first point of contact and sets the tone for all guest experiences. The Teleservices Agent works in a digital omni channel environment answering multiple forms of communication including inbound and outbound calls, SMS messages, chat messages and emails for all Wind Creek properties. The Teleservices Agent utilizes multiple systems to provide information to callers. Agents will also identify and take action for any opportunities to sell and book reservations at the Wind Creek properties. These individuals actively promote the properties and amenities on each call to leave the caller with as much information about Wind Creek Hospitality as possible. The Teleservices agent represents the company positively by providing a warm greeting, maintaining a positive upbeat tone throughout all calls and checking for satisfaction before ending each call.
Purpose:
Our genuine engagement and positive energy provides guests an escape into an exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.
Value System:
Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.
Duties and Responsibilities:
Acts as the voice of Wind Creek answering all forms of communication including but not limited to phone calls, SMS messages, chats, emails, and internal transfers
Provides a warm greeting using voice intonation that is friendly and inviting to the guest
Engages with customers, provides meaningful response(s) to their requests and needs and engages in dialogue
Utilizes multiple systems to resolve guest inquiries and confirm venue reservations at all Wind Creek Properties
Maintains composure with guests in difficult situations; some interactions require de-escalation
Remains up to date on all property information to be able to answer questions pertaining to promotions, guest rewards, special events, and general information
Up-sells and cross-sells property amenities including hotel, restaurants, cooking studio, entertainment center, and spa
Services all guests with the utmost hospitality by effectively demonstrating Wind Creek Hospitality’s ten Best Operating Practices (BOPs): Smile, Gratitude, Provide Directions, Resourcefulness, Greet, Present, Eye Contact, Responsiveness, Professionalism, Communication
Answers calls within specific time parameters and completes calls in a timely manner
Other duties and responsibilities as assigned
Job Requirements: (please ensure you meet the listed requirements prior to applying )
High School diploma or GED required or currently enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment
Must be twenty-one (21) years of age or older
Demonstrated ability to articulate thoughts both verbally and in writing using proper grammar and sentence structure; a typing test will be administered with a 25 WPM pass rate- required
Proficiency with Microsoft Office products; Outlook and Word (a skills test will be administered and must pass with a 70% pass rate)- required
Six (6) months of customer service experience - required
One (1) year work experience in CMP/Opera or two (2) years’ work experience with an equivalent guest/data tracking tool – preferred
Working knowledge of Opera, Open Table and Open Course – preferred
Must be able to proficiently utilize digital technology and multiple systems at once
Demonstrated ability to effectively share ideas with others
Demonstrated ability to stay up-to-date on new and changing technologies from diverse sources and disciplines that are for web savvy users as well as everyday people in order to assist callers
Outstanding organizational skills and ability to handle multiple systems simultaneously in a timely manner
Must be willing to solve people’s problems
Must be willing to proactively enhance the customer experience
Must be willing to work hard and enjoy learning
Must thrive on the excitement of working as part of a goal-oriented team
Ability to work in a fast paced and frequently changing environment and meet deadlines
Must be able to pass a panel interview
Must pass a job audition
Ability to multi-task and process varying degrees of information while maintaining a friendly and professional demeanor with callers.
Must be flexible with work shifts; willing to work all shifts when requested or required
Willing to work odd and irregular hours including nights, weekends and holidays
Willing to travel and participate in training as recommended or required
Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
Must have willingness and ability to work in a smoke/secondary smoke environment
NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES
On-line applications are accepted at http://www.windcreekhospitality.com/Careers. For internal employees please submit your Internal Job Posting Form to your property’s Human Resources office.
Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.
Location
Montgomery, AL
Department
Teleservices
Shift
All Shifts
Type
Full-Time
Date Posted
8/4/2022
Date Closing
7/8/2023
Positions
10+
Please Note :
clarksonsquarenyc.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, clarksonsquarenyc.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.