Contact Center Representative -Part-time - Maryland

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 Availability 

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. 

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. 
• 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 
• 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.  

Perks We Offer You

• 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.