at Bally's (Dover Downs) in Dover, Delaware, United States
Job Description
The Role: Representative - Call Center Lead Agent
Responsibilities:
- Assumes role of Reservation Sales Agent
- Monitors the number of calls in que to minimize the number of abandoned calls
- May assist with scheduling and coordinating break schedule for Agents
- Observes Agent performance providing timely & effective feedback
- Displays fair treatment with respect to agent feedback and produce documentation as necessary
- Mentors Agents assisting in their professional development and growth
- Adheres to department, property policies and procedures
- Processes credit card authorization forms
- Assists with training new agents when needed
- Accepts and services all incoming inquiries related to room reservations and other ancillary outlets in the resort.
- Delivers a customized reservation and customer service experience to those inquiring to book, modify or cancel lodging and activity reservations.
- Provide detailed information of resort rooms, activities, amenities and rate packages
- Effective handling of multiple hotels content and related systems including PMSs and CRSs
- Monitors all internet channels when manager or supervisor are not present
- Checks 3rd party Confirms and charges when needed
- Provides support to Reservation/PBX staff in the guest problem resolution process
- Responsible for communicating in a professional manner and on a continual basis, both verbally and in writing, with subordinates as well as the Manager and Director of Contact Center
