Call Center Representative

Summary Description

The Call Center Representative is responsible for answering phones, and providing property or similar information in a courteous manner, directing individuals to the correct department/individual, and answering any property information questions

Essential Job Functions/Duties

• Practices, supports, and maintains the Mission, Vision and Values of WarHorse Gaming Omaha, LLC.
• Receives calls, provides casino and/or food and beverage information, in addition to property information.
• Processes phone calls promptly and courteously.
• Presents oneself in a neat and clean appearance at all times.
• Responds to all email and text requests promptly and in appropriately.
• Mails out information as requested.
• Demonstrates and provides outstanding guest and team member relations at all times.
• Engages in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Resolves routine problems and communications solutions or requested information to the customer.
• Analyzes a guests service needs and refers to other service or technical departments for follow up as needed.
• Uses customer database to record activities and research product information.
• Escalates complex issues to Call Center Supervisor.
• Builds lasting relationships with clients and other call center team members based on trust and reliability.
• Participates in training and other learning opportunities to expand knowledge of company and position.
• Performs other tasks as assigned.

Job Specifications

• Must be 19 years or older.
• High School Diploma or GED.
• One (1) year experience in guest service, gaming preferred.
• Knowledge of marketing program and/or ability to learn.
• Proficient with Microsoft office Suite or related software; and related POS and player system software.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong interpersonal and guest service skills.
• Ability to work with/for multiple team members.

Core Competencies

• Collaboration Skills
• Guest Focus
• Communication Proficiency
• Flexibility
• Problem Solving
• Ethical Conduct
• Stress Management/Composure

Travel Requirements

Travel is not required for this position.

Work Hours

Due to the unpredictable nature of the hospitality/entertainment industry, Team members must be able to work varying-schedules to reflect the business needs of the property.

Certification Requirements

Is this position responsible for selling, serving, or distributing alcoholic beverages or do they have comp authority? No

Gaming License Required? Ability to secure and maintain NE Gaming License.

Other Certifications? N/A

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Ho-Chunk, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. However, preference may be extended to persons of Indian descent in accordance with applicable laws.