Customer Care Representative

Overview:

Answers inbound calls from new and existing guests with the goal of increasing business through increased guest satisfaction, guest retention, and The Club card member experience.

Responsibilities:

• Answers general and routine guest inquiries delivered through inbound calls and email.
• Provides guests with accurate Enterprise information in regard to policies, promotions, and events; stays up to date through constant communication with management and Team Members.
• Resolves guest problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing appropriate solutions, and escalating unresolved problems to management.
• Books room, dining, and spa reservations for guests.
• Secures entertainment event tickets for guests according to box office policies and procedures.
• Promotes and uses suggestive selling techniques to increase business in all areas of the enterprise, including hotel, spa, retail outlets, restaurants, casino, and special events.
• Re-routes calls to appropriate functional area when applicable.
• Adheres to AAA Four Diamond guidelines in regard to hospitality and service.
• Upholds a work environment that promotes teamwork, partnership, recognition, mutual respect, and collaboration, while role modeling the company values, behaviors, and culture of One.Team.Chumash.
• Performs other duties as assigned.

Qualifications:

• High School Diploma or GED Certificate.
• One year of experience in a AAA Four Diamond-rated hotel is preferred.
• Intermediate computer proficiency utilizing Microsoft applications, email, and Internet.
• Willingness to work flexible schedules in a 24/7 work environment, including holidays, nights, and weekends.
• Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
• Native American hiring preference applies.
• Customer Focus: Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service.
• Oral Communication: Shaping and expressing ideas and information in an effective manner.
• Written Communication: Expressing ideas and opinions clearly in properly structured, well organized, and grammatically correct reports or documents; utilizing language and terminology that is understandable for the reader.
• Sociability and Networking: Socializing effortlessly with other people; at ease when approaching others in social settings and professional relationships.
• Computer Literacy: Using computers effectively and efficiently in the working environment.

Location: 3400 Highway 246

Minimum Pay Rate: $19.00 per hour

Maximum Pay Rate: $20.25 per hour