Call Center Representative

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Date: Dec 2, 2018

Location: Bethlehem, Pennsylvania, US

Company: Las Vegas Sands Corp.

Description:

POSITION PURPOSE:

The primary responsibility of the Call Center Representative is to ensure casino guests are receiving the attention and services needed to develop and maintain brand loyalty. All duties are to be performed in accordance with departmental and The Sands Bethlehem (the “Sands”) policies, practices, and procedures.

 

Minimum Employment Requirements:

  • 18 years of age, proof of authorization/eligibility to work in the United States.
  • High School diploma or equivalent.
  • Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
  • Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
  • Maintain a professional, neat and well-groomed appearance adhering to the Sands appearance standards.
  • Maintain consistent adherence to the Sands Customer Service Standards (Standards of Steel).
  • Must be able to work varied shifts, including weekends and holidays.

 

Specific Position Requirements: 

  • Minimum 1 year experience in a Casino Environment preferred.
  • Must have strong customer service skills and a background in Telemarketing, Room Reservations, VIP Services or Casino Services.
  • High Call Volume or multi-line phone data entry/typing skills are strongly preferred.
  • Knowledge of ACSC and LMS computer systems preferred.
  • Ability to follow directions with minimal supervision.
  • Physical ability to access all areas of the property.
  • Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
  • Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
  • Ability to lift or carry a minimum of 50 pounds, unassisted, in the performance of specific tasks assigned.
  • Ability to work with others, communicate well, receive direction; review your own work.
  • Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
  • Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
  • Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
  • Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required. 

Responsibilities:

POSITION RESPONSIBILITIES:

 

  • Arrive for shift on time and in proper uniform.
  • Answers inbound telephone calls where transactions include restaurant reservations, hotel reservations and other requests from casino and hotel guests.
  • Performs outbound calls to patrons to confirm reservations and to correct email/home addresses while informing the patron of any current promotions/offer.
  • Provides guests with a clear picture of the Sands’ products and services; always leading the call without failing to listen to the voice of the customer.
  • Ensures that guest requests for reservations and other services are met and confirmed within the guidelines established by management.
  • Routes escalating, difficult and complex situations to shift manager.
  • Properly use equipment, tools or systems to complete assigned tasks and complies with company safety standards.
  • Develop a working knowledge of any PGCB rules, regulations and Internal Controls applicable to your position.
  • Complete all paperwork in accordance with PGCB and approved Sands’ standards.
  • Read and understand the Sands Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
  • Provide superior customer service to all internal and external customers in compliance with the Sands’ Standards of Steel customer service standards.
  • Adhere to and complies with both departmental and overall property policies and procedures.
  • Perform any other related duties as assigned.


Job Segment: Call Center, Customer Service Representative, Call Center Representative, Data Entry, Customer Service, Sales, Administrative

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