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Coord Customer Care

J o b D e s c r i p t i o n

Job Profile Title:	Coord Customer Care
Job Code:	15084
Profile Title:	15084 Coord Customer Care
Grade / Band:	05
FLSA Status:	Non-Exempt
As a Customer Care Coordinator, you will set the stage for guest experience with your welcoming voice and service. By understanding their unique stories and needs, you will own their experience to create WOW memories they will carry with them far and beyond their stay with us.

Principal Duties & Responsibilities
Assist guests with booking Hotel (Casino, Transient, and Convention) room reservations, restaurant reservations, entertainment and special event reservations; offer information about the resorts, their amenities and the surrounding area
Assist Player Development staffs (Slot and Table Casino Hosts) in completing all reservations and various complimentary considerations
Answer inbound telephone calls in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for VIP customers
Ensure that customer requests for reservations and other services are met and confirmed within the guidelines established by management
Sense and exploit up-sell opportunities where appropriate, always attempt to cross-sell in cases when a specific request cannot be met
Escalate difficult and complex situations to Team Leaders as they arise
Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated
Provide Team Leaders with important observations gathered from many customer interactions, offering suggestions to improve process, product or service offerings

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Education
Education Level	Education Details	Required/ Preferred
High School Diploma, GED or equivalent		Required

Work Experience
Experience	Experience Details	Required/ Preferred
1+ Years of Prior Relevant Experience	Experience in a similar call center or a customer service position	Required

Additional Requirements
Details	Required/ Preferred
Work varied shifts, to include weekends and holidays	Required
Experience in a similar resort environment	Preferred
Experience working with Opera, LMS, and/or ACSC	Preferred

Knowledge, Skills and Abilities
KSAs
Able to effectively communicate in English, in both written and verbal forms
Ability to work under pressure
Ability to read and write
Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
Ability to multi-task and work well in a fast paced, team-oriented environment
Proficiency of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine
Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail
Effective listening abilities with strong judgment skills
Knowledge of accommodations room capacities, amenities, reservations and player tracking systems (e.g. LMS, ARTS, ACSC)
Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts
Maintain a professional, neat and well-groomed appearance adhering to company standards

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing
Bending
Carrying __pounds
Clear speech - simple
Clear speech - complex				X
Climbing
Crawling
Crouching
Distant vision
Driving - auto/van
Driving - limousine
Flexibility - upper body
Flexibility - lower body
Hearing/Listening				X
Kneeling
Lifting __pounds
Near vision
Normal vision
Pushing/Pulling
Reaching
Sitting				X
Standing - 5 hours minimum
Stooping
Typing __w.p.m.				X		35
Walking

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area
Contacts - works alone				X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt
Exposure to fumes / odors
Extreme cold
Extreme heat
Fast pace				X
Hazardous conditions - Chemicals
Hazardous conditions - high structures
Hazardous conditions - high voltage
Indoors				X
Noise levels - low to moderate
Noise levels - low to high				X
Office conditions				X
Outdoors
Restricted area
Shifts				X
Smoke
__% Travel
Vibration
Wet/Humid

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical
Clerical
Comprehension
Crisis incidents
Customer service
Decision making
Fatigue
High pressure
Judgment
Long hours
Math skills - advance
Math skills - basic
Memorization				X
Organization				X
Perception
Reading - simple				X
Reading - complex
Repetition				X
Safety hazards
Tight deadlines				X
Working conditions
Writing - simple				X
Writing - complex