Guest Services Representative welcoming Century Casino Edmonton guests, processing cash and lottery transactions, and enrolling loyalty - program members. Supporting promotions, events, inventory, and guest services.
About the role
- Guest Services Specialist resolving on-tour and post-tour issues for Globus family of brands. Supporting customer retention and travel-agent satisfaction through calls, correspondence, and issue resolution.
Responsibilities
- Resolve service issues for customers on tour to bring early resolution and reduce post-tour complaints
- Influence product loyalty by listening to and acknowledging customer needs and concerns, building trust, reducing fears, and resolving issues efficiently and effectively
- Maintain customer and travel agent satisfaction by clarifying complaints, researching causes, selecting and explaining solutions, expediting corrections or adjustments, and closing issues
- Identify trends and quality issues by collecting and analyzing information and forwarding findings to management
- Balance customer retention goals with company budget guidelines by tracking problem resolution costs
- Prepare written correspondence using appropriate protocols and formats
- Handle inbound and outbound service calls as needed using GVI’s customer service and sales call model
- Work in a care and concern capacity during incidents
- Develop business relationships and foster cooperation with GVI departments to serve customers and travel agents
- Contribute to team efforts by accomplishing related results or projects as needed
Requirements
- Minimum of one year or more experience in a customer service problem resolution capacity within a call center environment or in a customer service position
- Excellent written and verbal communication skills
- Problem solving, de-escalation and customer retention skills
- Technical and functional skills using a variety of computer applications
- Experience with Enterprise Reservation System, Outlook, Internet, Microsoft Office (Teams, Excel, Word, Outlook)
- Ability to type at least 35 wpm
- Product knowledge of Globus family of brands products, services, policies, and features preferred
- Ability to work in a call center environment that includes structure, shifts, performance measurements, etc.
- Must be located in the United States or Canada
- Ability to sit, walk, stand, bend, answer phone calls, issue formal email replies, enter and retrieve computer data, and analyze report data
Benefits
- Generous benefit package including travel benefits and retirement
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