E Communications Specialist - Steady Extra (Call Center LV)
E-Communications Specialists handle various multimedia contacts such as customer service
emails, faxes, voicemails, internal/external phone calls, web chats and provides communication
support to multiple channels for contact center agents, management, staff and customers.
- Deliver exceptional customer service to both internal and external customers.
- Analyze and process multimedia communication requests, providing timely and accurate resolutions within established service levels.
- Create, update, and maintain content in the company knowledge base for employee access.
- Assist guests via phone, email, and web chat with:
- Reservations and booking support
- Billing inquiries
- Folio copy requests
- Credit card disputes and refunds
- Total Rewards credit transactions
- Payment changes and authorization releases
- General guest service issues
- Build and maintain relationships with subject matter experts to ensure accurate information sharing.
- Maintain knowledge of company products and services and communicate information clearly through written and visual channels.
- Serve as a professional role model and represent the company positively.
- Meet productivity, efficiency, and customer service performance goals.
- Handle customer transactions accurately, efficiently, and professionally.
- Protect customer privacy and confidential information in accordance with company standards.
- Maintain punctuality, attendance, adherence, and appearance standards.
- Support special projects and perform additional duties as assigned by management.
- Comply with all company policies and applicable regulatory, state, and federal laws.
- Must be 21 years of age or older
- High school diploma or equivalent required.
- At least 1 year of customer service experience in a hotel, resort, or customer-facing role.
- Reservations or Front Desk experience preferred.
- Strong communication, organizational, analytical, and interpersonal skills.
- Knowledge of Casino Reservations and Total Rewards programs.
- Proficiency with CMS, LMS, and WINet systems.
- Ability to balance cashier reports and perform basic math/accounting functions.
- Strong customer service and problem-solving skills.
- Positive attitude and professional demeanor.
- Self-motivated, proactive, and able to work independently.
- Ability to multitask in a fast-paced, high-volume environment.
- Knowledge of computer systems, telecommunications, and customer service operations.
- Strong coaching, motivational, and developmental skills.
ADDITIONAL REQUIREMENTS:
- Basic knowledge of HTML and graphic design principles.
- Intermediate proficiency in Microsoft Office, including Excel, PowerPoint, Word, and SharePoint.