• Customer Care Rep II

    Job Locations US-NV-Reno
    # of Openings
    9
    Category
    Reservations
    Department
    Customer Care/Reservations & PBX
    Shift
    All
    Location : Name Linked
    THE ROW - Eldorado, Silver Legacy, Circus Circus
  • Property Overview

    ROW TM

     

    Eldorado Resorts, Inc. presents a one of a kind, unified and distinguished resort experience with THE ROW—a newly branded destination in the heart of Reno, uniting the Eldorado Resort Casino, Circus Circus Reno and Silver Legacy Resort Casino. Stretching across six contiguous city blocks, THE ROW encompasses 25 restaurants, 22 bars and lounges, 11 nightspots, over 4,000 luxury rooms and suites and 227,000 square feet of casino space with 3,000 slot machines and 125 table games. THE ROW recently opened The Spa at Silver Legacy, a 21,000 square foot spa offering guests the largest relaxation, beauty, fitness and retail treatment facility in northern Nevada. In addition, we have nearly 4,000 of the best Team Members in the industry.

     

    For more information about THE ROW, visit TheRowReno.com and follow us on Instagram

    Responsibilities

     

    JOB SUMMARY
    Our callers are generally reaching us to plan fun times at one of our properties. Our agents are here to keep our callers happy while handling their reservations and answering questions.

     

    ESSENTIAL DUTIES & RESPONSIBILITIES

    • Answer inbound customer calls for reservations and general information on hotel rooms, amenities, events, shows, dining, our One Club loyalty program, and related activities
    • Listen actively and collect information from callers while entering reservations directly into the appropriate reservation system
    • Actively sell features and experience of our properties; cross-sell options such as alternate dates and/or company hotels as dictated by availability
    • Confidently and enthusiastically present the features of our properties in a positive light, requiring staying updated on feature information provided by management
    • Consistently handle calls using quality standards and transactional procedures provided during initial and ongoing training
    • Work with callers to defuse complaints or conflicts, exercising poise, tact and balanced judgment; escalating to supervisors as needed according to training
    • Interact with co-workers and callers in a professional and respectful manner, with a bias for teamwork and helping others

    KNOWLEDGE, SKILLS & ABILITIES

    • Agent performance centers on their ability to consistently make accurate reservations, form good habits with respect to published quality standards, follow procedures, take responsibility for keeping alongside of changes, and work with others in a constructive manner.
    • Successful candidates will possess excellent listening skills and focus on positive customer service.
    • Prior call center and front-line customer service experience is a preferred, as is experience with computers and/or data entry.
    • High school education is preferred.

    PHYSICAL DEMANDS & WORK ENVIRONMENT

    • Work is fast-paced and generally high-energy.
    • Duties are primarily performed in an air-conditioned and well-lit office environment with several peer workstations arranged in close proximity.
    • Ready in-person access to supervisor is always available for assistance.
    • Requires ability to work for extended periods while seated at a desk using a telephone headset, telephone handset, and a personal computer (mouse, keyboard, monitor, peripheral card-entry device, etc.).
    • Ability to read and type English clearly using a PC and occasionally paper.
    • No significant lifting or carrying is required.

    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. Essential duties must be performed with or without reasonable accommodation.

    Company Overview

    Eldorado Resorts is a leading casino entertainment company that owns and operates twenty-eight properties in thirteen states, including Colorado, Florida, Illinois, Indiana, Iowa, Louisiana, Mississippi, Missouri, Nevada, New Jersey, Ohio, Pennsylvania and West Virginia. In aggregate, Eldorado’s properties feature approximately 27,500 slot machines and VLTs and 800 table games, over 12,500 hotel rooms and nearly 20,000 of the best Team Members in the industry!

     

    Founded in 1973 in Reno, Eldorado has been dedicated to providing exceptional guest service, a dynamic gaming product, award-winning dining, exciting entertainment and premier accommodations. Our extensive management experience and unwavering commitment to our team members, guests and shareholders have been the primary drivers of our strategic goals and success. We take pride in our reinvestment in our properties and the communities we support along with emphasizing our Family-Style approach in an effort to build loyalty among our team members and guests. We will continue to focus on the future growth and diversification of our company while maintaining our core values and striving for operational excellence. For more information about Eldorado Resorts, please visit www.eldoradoresorts.com.

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