SER Call Center Lead Agnt

In-House (Only Current Employees of SECR, TOPS, SELC and SCIT Members May Apply)Full-Time1/7/25-1/12/25Days and Shifts: TBDPosition Summary:

Under the supervision of the Call Center Supervisor, utilize advanced Call Center knowledge to assist in providing the department with leadership whereby they achieve results in accordance with the objectives, goals, expectations, performance, and quality standards established for the department by the organization.

Essential Duties and Responsibilities:

• Follow proper telephone etiquette and consistently provides first-class experiences to all internal and external guests.
• Present a friendly, professional non-rushed approach when answering phones and assisting associates.
• Assist in training Call Center Agents on sale and up-selling techniques that meet guests needs, requests, and preferences while also ensuring the optimal use of hotel inventory.
• Provide coaching and feedback to associates and supervise agents to ensure all goals and expectations of the department are met.
• Work to ensure that "special requests" of the guests are properly handled. Respond to unusual rate requests and special situations keeping in mind what is best for the organization while maintaining a world-class level of service.
• Resolve all guest conflicts that may arise pertaining to hotel reservations. Coordinate with other departments as needed to resolve issues without transferring the guest to other areas, if possible.
• Complete shift duties as assigned per the Call Center Supervisor or Manager.
• Issue appropriate counseling, re-training, or disciplinary action to ensure all standards are being met. Provide details and accurate input on job performance, work habits, weaknesses, and strengths to coordinate with Call Center Manager, Director, and HR on any disciplinary action or evaluation.
• Assist in monitoring hotel reservations and activities. Prepare and submit requested reports including but not limited to call conversion, tracking, and call volume.
• Assist in monitoring perpetual inventory and availability of rooms to be sold at all times. Recommend strategies for selling to the Call Center Manager and assist with input of rate strategies and codes into the system, as well as online inventory monitoring.
• Maintain contact with hotel management to ensure the highest level of guest satisfaction for hotel guests.
• Handle guarantees, advance deposits, cancellations, and waitlists according to Call Center department procedures and provide suggestions for updates or changes.
• Track all attendance-related occurrences. Issue occurrences as needed and ensure removals are handled in a timely manner.
• Comply with all Soaring Eagle Casino & Resort Safety and Security policies and procedures.
• Investigate and return proper documents as required by Risk Management and Security when reporting accidents involving guests, employees, or company assets.
• Follow all company drug enforcement policies.
• Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
• Must maintain strict confidentiality and present a positive, professional demeanor and image at all times.
• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.

• Contact with all levels of personnel professionally in order to communicate operational decisions and ensure that the call center department runs efficiently and portrays excellent service.
• Frequent contact with administrative staff, hotel guests as well as other departments in the company.

• High School Diploma or GED.
• One year reservation experience with a hotel, casino, car rental, airline, cruise ships, or travel agency or two (2) years call center experience.
• An equivalent combination of education and directly related experience and/or supervisory experience may be considered.
• Must be able to pass a Microsoft Office Excel test with 70% or higher.
• Must be able to work all three shifts including weekends and holidays.
• Must be able to obtain and maintain a gaming license or pass a background check to meet the employment eligibility requirements as they pertain to the position.

• Associates Degree in Hospitality, Business Administration or related field or earned 48 college credit hours.
• Prior supervisory and training experience.

• Native American preference shall apply to all positions.

• Knowledge of reservation systems.
• Knowledge of all gaming amenities and terminology.
• Knowledgeable of accommodations, features, amenities packages, events, rates, and promotions at all Soaring Eagle Properties.
• Knowledge of the conference services and front desk areas.
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, PowerPoint, and reservation systems.
• Skill in organizing work.
• Ability to supervise, train and evaluate staff.
• Ability to multi-task
• Ability to communicate effectively both verbally and in writing.
• Ability to present a friendly and outgoing personality; be tactful and diplomatic.
• Ability to be professional, self-motivated, enjoy dealing with people and provide a positive experience to guests and associates.
• Ability to create, compose, and edit written materials.
• Ability to gather data, compile information, and prepare reports.
• Ability to provide compelling information to increase room bookings.
• Ability to provide a positive experience to hotel guests and fellow associates.
• Ability to work with a friendly and outgoing personality, and a pleasant voice and demeanor.

• Frequent use of hands, wrists, fingers associated with computer and telephone operation.
• Required to sit for extended periods of time.
• Occasionally standing and walking throughout the casino and resort.
• Frequent talking and listening.
• Occasionally lift and/or move up to 20 pounds.

• Normal office environment.
• Extended hours and irregular shifts may be required.