Contact Center Representative- Bilingual: Spanish - Maryland - Hanover - ref. z05028515

Min Compensation: USD $17.50/Hr.

Max Compensation: USD $17.50/Hr.

Overview:

Why We Need Your Talents:

The overall goal of the Contact Center Representative is to ensure all communications (digital and audio) are handled in a timely, professional, and courteous manner while providing quality services to both guests and team members.

Compensation: $17.50/hr

Fully On Site

Priority staffing: Various shifts available.

Must Have Weekend Avaliability

Responsibilities:

Where You'll Make an Impact:

• Curating an exceptional guest experience for our internal and external guests alike.
• Handle incoming digital and audio interactions (chats, emails, SMS, voicemails, etc) as needed or directed.
• Master opportunities to upsell services and accommodations according to brand standards.
• Follow up with guests as needed or directed and help bring closure to any outstanding issues.
• Ability to deescalate issues in a calm and professional manner.
• Route calls to the appropriate person/department.
• Always maintain guest confidentiality when reviewing information.
• Promote a positive and productive environment within the department.
• Provide concierge type services to VIP guests for invite only and complimentary events.
• Communicate open work orders affecting in-house guests to the appropriate departments.
• Maintain knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
• Maintain full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service.
• Maintain knowledge and skill levels on property specific systems including but not limited to: HMS, Loyalty, QCI, Hotsos, Opentable, Talkdesk, Mitel, In Moment, etc.
• Other related duties as assigned.

Qualifications:

Skills to Help You Succeed:

• Impeccable service and conflict resolution skills.
• Effective salesmanship skills.
• Strong computer literacy skills.
• Strong communication and organizational skills.
• Effective prioritization skills.
• Reliable ownership and follow through skills.
• Ability to provide a luxury experience while engaging in every conversation with Team Members and guests.
• Ability to communicate effectively in one-on-one, small group, and large group situations.
• Ability to read, write and communicate verbally in English and Spanish.
• Ability to apply common sense reasoning to service related scenarios.
• Ability to show up on time and ready to work at your station.
• Being a team player- someone who cares about the success of their team
• Ability to type quickly and accurately on a computer keyboard
• Multi-tasking with accuracy

Must-Haves:

• Education: A high school diploma or GED equivalent
• Must be able to speak, write, and comprehend spanish fluently
• Exceptional guest service attitude
• Experience: One (1) year experience in telephone operations or switchboard operations or Hotel operations.
• Must be able to comply with all state gaming regulations, which may include obtaining a license.

Physical Requirements:

• Ability to use hands and fingers to handle and feel.
• Ability to frequently talk, hear, walk, and sit.
• Ability to occasionally use hands and arms to reach, legs and feet to balance, stoop, kneel or crouch.
• Ability to stay in a seated position for up to an 8 hour shift.
• Ability to regularly lift and/or move up to 5 pounds and infrequently lift and/or move up to 10 pounds.
• Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials.

What We Offer:

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members include:
• Free Basic Life Insurance
• Free Short Term & Long-Term Disability
• Generous retirement savings options
• Paid Time Off
• Tuition Reimbursement
• On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
• Training and pathways for career growth
• Robust Rewards & Recognition Programs
• Annual Merit Based Pay Increases
• Discretionary Performance Bonuses
• Discretionary Service Bonuses
• Free parking
• Free food and discounted meals
• Live! Hotel, Food & Beverage, and Entertainment Discounts

Life at Live!

Individuals chosen to be part of the Live! Team can expect:

• To be part of an exciting experience unlike any other in the market.
• To be given the power and responsibility to put service and community first.
• To come together as a strong team, while valuing and celebrating our diversity.
• To be given the tools, resources, and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.