Call Center Representative - Winnebago

Call Center Representative

$16.00/hour

SUMMARY DESCRIPTION:

The Call Center Representative is responsible for answering phones, and providing property or similar information in a courteous manner, directing individuals to the correct department/individual, and answering any property information questions

ESSENTIAL JOB FUNCTIONS/DUTIES:

• Practices, supports, and maintains the Mission, Vision and Values of WarHorse Gaming Omaha, LLC. 
• Receives calls, provides casino and/or food and beverage information, in addition to property information.  
• Processes phone calls promptly and courteously.  
• Presents oneself in a neat and clean appearance at all times.  Finish
• Responds to all email and text requests promptly and in appropriately.  
• Mails out information as requested.  
• Demonstrates and provides outstanding guest and team member relations at all times.  
• Engages in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.  
• Resolves routine problems and communications solutions or requested information to the customer. 
• Analyzes a guest’s service needs and refers to other service or technical departments for follow up as needed. 
• Uses customer database to record activities and research product information. 
• Escalates complex issues to Call Center Supervisor. 
• Builds lasting relationships with clients and other call center team members based on trust and reliability.  
• Participates in training and other learning opportunities to expand knowledge of company and position.  
• Performs other tasks as assigned. 

JOB SPECIFICATIONS:

• Must be 19 years or older. 
• High School Diploma or GED. 
• One (1) year experience in guest service, gaming preferred. 
• Knowledge of marketing program and/or ability to learn. 
• Proficient with Microsoft office Suite or related software; and related POS and player system software. 
• Excellent organizational skills and attention to detail. 
• Strong analytical and problem-solving skills. 
• Strong interpersonal and guest service skills. 
• Ability to work with/for multiple team members. 

CORE COMPETENCIES:

• Collaboration Skills 
• Guest Focus 
• Communication Proficiency 
• Flexibility 
• Problem Solving 
• Ethical Conduct 
• Stress Management/Composure 

BENEFITS

• Federal Employees Medical Coverage
• Full Insurance Coverage offerings
• 401K with Day 1 Vesting & Company Match
• Quarterly Incentive Program
• Vacation, Holiday & Sick Days
• Discounted Meal Program

TRAVEL REQUIREMENTS:

Travel is not required for this position.

WORK HOURS:

Due to the unpredictable nature of the hospitality/entertainment industry, Team members must be able to work varying-schedules to reflect the business needs of the property.

CERTIFICATION REQUIREMENTS:

 Is this position responsible for selling, serving, or distributing alcoholic beverages or do they have comp authority? No

Gaming License Required? Ability to secure and maintain NE Gaming License.

Other Certifications? N/A

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Ho-Chunk, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. However, preference may be extended to persons of Indian descent in accordance with applicable laws.

PHYSICAL REQUIREMENTS ASSESSMENT

Rating Scale
0 – Not Applicable to This Position
1 – Normal: Conditions Similar to Everyday Life
2 – Above Average: Beyond Normal Levels
3 – Extreme: Extraordinary Levels

Critical Job Elements: For the questions that follow, use the rating scale above to describe the job.

WORK ENVIRONMENT:
2 Accessibility of all worksites required for the position
1 Exposure to weather and temperature extremes
1 Exposure to darkness
1 Exposure to cramped spaces
1 Exposure to loud noises
1 Exposure to chemicals and fumes
1 Exposure to dust
1 Exposure to heights
1 Exposure to work safety hazards
2 Exposure to secondhand smoke
1 Amount of overtime/extended work hours required

PHYSICAL EFFORT:
1 Physical mobility: movement from place to place on the job, considering distance and speed
1 Physical agility: ability to maneuver body while in place
1 Ability to lift up to 50 lbs.
2 Physical strength to manage routine office materials and tools
1 Dexterity of hands and fingers
1 Dexterity of feet
1 Physical balance: ability to maintain balance and physical control
1 Coordination: including eye/hand, hand/foot, etc.
1 Endurance: prolonged physical activity with limited opportunity to rest

MENTAL EFFORT:
2 Concentration/intensity: prolonged mental effort with limited opportunity for breaks
2 Memory, considering the amount and type of information
2 Complexity of decision making
2 Time pressure of decision making
2 Analytical thinking
2 Conceptual thinking
2 Ability to compute basic math calculation

COMMUNICATION:
2 Fluency in English
1 Fluency in another language
2 Verbal communication
2 Written communication
2 Non-verbal communication

SENSORY ABILITIES:
1 Ability to see
1 Ability to distinguish colors
1 Ability to hear
1 Ability to smell
1 Ability to taste
1 Sense of touch