Contact Center Representative- Bilingual: Spanish - Maryland - Live! Casino and Hotel Maryland

Why We Need Your Talents: 

The overall goal of the Contact Center Representative is to ensure all communications (digital and audio) are handled in a timely, professional, and courteous manner while providing quality services to both guests and team members. 

Compensation: $17.50/hr

Fully On Site

Priority staffing:Various shifts available. 

Must Have Weekend Avaliability 

Where You'll Make an Impact: 

• Curating an exceptional guest experience for ourinternal and external guests alike. 
• Handle incoming digital and audio interactions (chats, emails, SMS, voicemails, etc) as needed or directed. 
• Master opportunities to upsell services and accommodationsaccording to brand standards. 
• Follow up withguests as needed or directed and help bring closure to any outstanding issues. 
• Ability to deescalate issues in a calm and professional manner. 

• Route calls to the appropriate person/department. 
• Always maintain guest confidentiality when reviewing information. 
• Promote a positive and productive environment within the department. 
• Provide concierge type servicesto VIP guests for invite only and complimentary events. 
• Communicate open work orders affecting in-house guests to the appropriate departments. 

• Maintain knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions. 
• Maintain full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service. 
• Maintain knowledge and skill levels on property specific systems including but not limited to: HMS, Loyalty, QCI, Hotsos, Opentable, Talkdesk, Mitel, In Moment, etc. 
• Other related duties as assigned. 

Skills to Help You Succeed: 

• Impeccable service and conflict resolution skills. 
• Effective salesmanship skills. 
• Strong computer literacy skills. 
• Strong communication and organizational skills. 
• Effective prioritization skills. 

• Reliable ownership and follow through skills. 
• Ability to provide a luxury experience while engaging in every conversation with Team Members and guests. 
• Ability to communicate effectively in one-on-one, small group, and large group situations. 
• Ability to read, write and communicate verbally in English and Spanish. 
• Ability to apply common sense reasoning to service related scenarios. 

• Ability to show up on time and ready to work at your station. 
• Being a team player- someone who cares about the success of their team  
• Ability to type quickly and accurately on a computer keyboard 
• Multi-tasking with accuracy 

Must-Haves: 

• Education:  A high school diploma or GED equivalent 
• Must be able to speak, write, and comprehend spanish fluently 
• Exceptional guest service attitude 
• Experience: One (1) year experience in telephone operations or switchboard operations or Hotel operations. 
• Must be able to comply with all state gaming regulations, which may include obtaining a license. 

Physical Requirements: 

• Ability to use hands and fingers to handle and feel. 
• Ability to frequently talk, hear, walk, and sit. 
• Ability to occasionally use hands and arms to reach, legs and feet to balance, stoop, kneel or crouch. 
• Ability to stay in a seated position for up to an 8 hour shift. 

• Ability to regularly lift and/or move up to 5 pounds and infrequently lift and/or move up to 10 pounds. 
• Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials.  

Perks We Offer You 

• Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents 
• Generous retirement savings options are available.  
• Free uniforms 

• Free parking 
• Discounted meals 
• Service and Attendance bonuses 
• Tuition reimbursement 
• Discounts on hotels, theme parks, travel, and more! 

Life at Live! 

• 24/7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN. 
• Casino is over 100,000 square feet and requires the ability and energy to move about it with a true sense of urgency! 

• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises. 
• You will work in an environment where smoking is allowed