Customer Care Coordinator Full Time (Beau Rivage)

MGM Resorts Biloxi , MS 39533

Posted 2 weeks ago

Location:

Biloxi, Mississippi

POSITION SUMMARY:

The Customer Care Coordinator is responsible for assisting Beau Rivage, Gold Strike, and National Harbor guests with booking Hotel (Casino, Transient, and Convention) Room Reservations; Restaurant Reservations; Entertainment and Special Event Reservations; along with offering information about the resorts, their amenities and the surrounding area. Assist Player Development staffs (Slot and Table Casino Hosts) in completing all reservations and various complimentary considerations.

ESSENTIAL FUNCTIONS AND TASKS:

  • Answers inbound telephone calls in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for VIP customers

  • Provides customers with a clear picture of Beau Rivage, Gold Strike, and National Harbor's products and services; always leading the call without failing to listen to the voice of the customer

  • Ensures that customer requests for reservations and other services are met and confirmed; within the guidelines established by management

  • Senses and exploits up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met

  • Presents, at all times, a positive view of Beau Rivage, Gold Strike, and National Harbor when interacting with customers and fellow employees

  • Escalates difficult and complex situations to Team Leaders as they arise

  • Works with Accommodations Team to evaluate individual performance and make efforts to improve performance where the need has been indicated

  • Provides Supervisors with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings

  • Works diligently to exhibit MGM Resorts SHOW service basics culture and team philosophy throughout the property

  • Maintains confidentiality of all Beau Rivage, Gold Strike, and National Harbor's trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information

  • Complies with all departmental and Company Policies including Beau Rivage, Gold Strike, and National Harbor's business ethics guidelines.

  • Complies with all applicable jurisdictional regulatory requirements

  • Other job-related duties as assigned

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

EDUCATION and/or EXPERIENCE:

Required:

  • High school diploma or equivalent GED

  • Minimum one (1) year experience in a position that handled customer calls in a sales-oriented inbound environment, or similar call center or a customer service position

  • Effectively communicate in English, both oral and written forms

Preferred:

  • Previous experience in a similar resort environment

  • Previous experience working with Opera, LMS, and/or ACSC

CERTIFICATES, LICENSES, REGISTRATIONS:

  • Mississippi Gaming Permit

KNOWLEDGE/SKILLS/ABILITIES:

  • Must be prepared and able to handle, with composure and tact, a high volume of repetitive customer interactions over the telephone in a fast paced, sales-oriented environment

  • Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (keyboard data entry) as well as prolonged viewing of data on a computer monitor

  • Must demonstrate scheduling flexibility, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required)

  • Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette

  • Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, ACSC) along with proficiency in basic Windows and MS Office packages are considered a plus

  • Strong verbal communication skills

  • Ability to effectively communicate in English

WORKING CONDITIONS:

  • Regular scheduled hours : Work Days:

  • Hours: TBD

  • Other Must be flexible if needed for occasional work outside of normal business hours.

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Customer Care Coordinator Full Time (Beau Rivage)

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