Call Center Agent

The Call Center Agent is responsible for answering all incoming calls in a prompt and courteous manner, professionally promoting Osage Casino operations and hotel services, ensuring maximum revenues, and making outbound calls as needed and in accordance with approved policies and procedures.

This position description may not include all of the listed duties, nor do all of the listed examples include all tasks which may be found or assigned to this position.

MINIMUM QUALIFICATIONS:

• Must be 18 years of age or older.
• High School Diploma or GED equivalent is required.
• Six months call center experience required.
• A minimum combined one-year of experience in guest facing customer service required.
• Call center, hotel or travel agency guest facing customer service experience preferred.
• Must possess effective communication skills and a clear, distinct and pleasant speaking voice.
• Must be able to apply commonsense reasoning to a variety of situations.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver’s License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

JOB DUTIES:

• Answers all incoming calls in a prompt and courteous manner.
• Enters guest reservations properly into the Property Management System while guest is on the phone.
• Inform guest of all information including current marketing campaigns, events, etc., and as required by policy and procedure.
• When required, transfers calls to appropriate departments, relay messages, and assist callers quickly and professionally.
• Responds to inquiries and service issues in an efficient, courteous and professional manner to achieve maximum guest satisfaction.
• Provide professional friendly guest service while answering all questions regarding Osage casinos properties and surrounding area.
• Maintains a working knowledge of payment policies, check in requirements, and all areas required to maintain excellent guest service.
• Contributes and works as a team to accomplish all areas of job functions.
• Make outbound calls as needed
• Perform other duties as assigned.

GUEST SERVICE:

• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.

COMMUNICATION:

• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter.

REGULATORY COMPLIANCE:

• Performs all duties and attends all trainings in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.

KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS:

• Skill in operating office computers including Microsoft Office Suite.
• Read, write, speak and understand the English language. Read Company or departmental reports, newsletters, and documents.
• Perform basic mathematical computations (add, subtract, multiply, divide in all units of measure, including whole numbers, common fractions, and decimals.)
• Protect the Company’s value by keeping information confidential.
• Perform assigned tasks under moderate supervision. Follow written and verbal instructions.
• Establish and maintain positive relationships with upper management, supervisory staff, employees, and the general public. Work well alone or within a team.
• Exercise sound judgment and solicit assistance for decisions in a manner consistent with the essential job duties and responsibilities.
• Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
• Ability to Type effectively at 30 words per minute or greater.
• Ability to communicate effectively, both verbally and in writing.
• Ability meet strict deadlines.
• Ability to work with timeliness and thoroughness.
• Knowledge of surrounding areas and points of interest.

PHYSICAL DEMANDS:

• Employee is regularly required to sit for extensive periods of time.
• Use hands to finger, handle, or feel objects, tools or controls.
• Must have normal auditory and good verbal communication.
• Ability to lift upwards of 15 pounds. Ability to drag, push, or pull up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

• Work performed in a call center setting.
• Evening, weekend, extended hours, and irregular shifts may be required.
• Ability to work nights and weekends required.
• Noise level in the work environment is low to moderate.