Under the supervision of the Marketing Services Shift Manager, the incumbent provides quality guest service to a high volume of telephone inquiries. All functions will be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives.
To perform this job successfully, an individual must be able to perform each of the essential duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Must be 18 years of age or older upon employment.
High School diploma or equivalent required.
Must have two (2) years of call center experience; preferably in hotel reservations.
Must be able to type 20 words-per-minute while taking reservations.
Must have excellent customer service skills, speak in a clear, pleasant voice, and have good hearing to ensure effective telephone communication.
Language Skills and Reasoning Ability:
Must possess excellent communication skills.
Ability to write routine correspondence and to speak effectively to the public, employees and customers.
Ability to deal effectively and interact well with the customers and employees.
Ability to resolve problems/conflicts in a diplomatic and tactful manner.
Physical Requirements and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. When on the casino floor, the noise levels increase to loud. Must be able to work in an environment where smoking is permitted.
Position requires confined sitting 90% of the time, telephone communication 70% of the time and computer keyboarding 80% of the time.
Must be able to stand, walk, and move through all areas of the casino/hotel.
Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino/hotel environment and effectively deal with customers, management, employees, and members of the business community in all situations.
Must have adequate manual dexterity to operate office equipment.
Occasional light lifting required.
Occasional travel necessary.
Must be able to effectively understand and communicate to candidates and employees.
Seneca Gaming Corporation - 20 months ago