Customer Service Intern
Treasure Island Resort & Casino, Welch, MN, United States
Customer Service Intern
Job Category: Marketing
Pay Rate: $14.25 an hour
Description
*Please note: A resume is required for this position
Essential Duties and Responsibilities:
Manage incoming calls by providing detailed information on property amenities, promotions, events and Passport Club benefits.
Provide guests with clear directions to the property
Effectively address guest questions, concerns and complaints
Manage reservations for the property including hotel, restaurants, and promotional events being sure to accurately quote rates
Input detailed information into the Property Management System
Accurately and efficiently processes advance deposit credit card information
Assist at promotional events
Assist the Call Center Supervisors with scheduling
Learn the systems utilized in the Call Center, aid with the training process and assist in creating the training manual
Organize and maintain the policies and procedures manual
Participate in the interview and selection process for new Call Center Representatives
Maintain expertise in Casino Management Systems to effectively educate guests on usage, features and benefits
Maintain on going proficiency in day-to-day Call Center operations to ensure seamless workflow and guest support
Be the Guest X Champion for department
Work 3 5 special events, including parades, concerts, fairs and festivals to assist with property needs
Knowledge and Certification, Skills and Abilities:
Required:
High School Diploma/GED or equivalent experience
Current enrollment in 2 or 4-year post-secondary educational program pursuing a degree in a field of study related to the area where the internship is being performed
Skills:
Accurate and detail oriented
Highly organized and ability to adapt quickly to changing priorities
Excellent verbal and interpersonal communication and problem-solving skills
Proven high guest service skills
Proficient computer skills Microsoft Office (Word, Excel and Outlook) and Windows
Abilities:
Ability to work in a fast-paced environment
Ability to interact with guests, coworkers and management in a professional and courteous manner
Ability to follow established dress code policies and practice good personal hygiene
Ability to speak in a clear, concise and pleasant voice
Ability to retain large amounts of information regarding the property and its amenities
Ability to read and write English
Required Training:
Treasure Island guest service training
Marketing Operations systems (including casino management and promotions)
Telephone Etiquette
Any position-related training as determined by department manager
Physical Demands:
Must be able to walk, stand and/or sit for long periods throughout the day
Must have a good sense of balance, and be able to bend, kneel, stoop and twist
Must be able to push, pull and grasp objects occasionally
Must have the ability to independently lift up to 25 pounds occasionally
Must be able to perform repetitive hand and wrist motions
Working Environment:
Office, restaurant, gaming floor and convention center environment including flashing lights, frequent loud noises and cigarette smoke and outdoors for guest events
Must be willing to work a flexible schedule including all shifts, weekends and holidays
Extensive computer use
Occasionally overtime may be required
Occasionally must deal with angry or hostile individuals
High volume direct public contact
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Job Category: Marketing
Pay Rate: $14.25 an hour
Description
*Please note: A resume is required for this position
Essential Duties and Responsibilities:
Manage incoming calls by providing detailed information on property amenities, promotions, events and Passport Club benefits.
Provide guests with clear directions to the property
Effectively address guest questions, concerns and complaints
Manage reservations for the property including hotel, restaurants, and promotional events being sure to accurately quote rates
Input detailed information into the Property Management System
Accurately and efficiently processes advance deposit credit card information
Assist at promotional events
Assist the Call Center Supervisors with scheduling
Learn the systems utilized in the Call Center, aid with the training process and assist in creating the training manual
Organize and maintain the policies and procedures manual
Participate in the interview and selection process for new Call Center Representatives
Maintain expertise in Casino Management Systems to effectively educate guests on usage, features and benefits
Maintain on going proficiency in day-to-day Call Center operations to ensure seamless workflow and guest support
Be the Guest X Champion for department
Work 3 5 special events, including parades, concerts, fairs and festivals to assist with property needs
Knowledge and Certification, Skills and Abilities:
Required:
High School Diploma/GED or equivalent experience
Current enrollment in 2 or 4-year post-secondary educational program pursuing a degree in a field of study related to the area where the internship is being performed
Skills:
Accurate and detail oriented
Highly organized and ability to adapt quickly to changing priorities
Excellent verbal and interpersonal communication and problem-solving skills
Proven high guest service skills
Proficient computer skills Microsoft Office (Word, Excel and Outlook) and Windows
Abilities:
Ability to work in a fast-paced environment
Ability to interact with guests, coworkers and management in a professional and courteous manner
Ability to follow established dress code policies and practice good personal hygiene
Ability to speak in a clear, concise and pleasant voice
Ability to retain large amounts of information regarding the property and its amenities
Ability to read and write English
Required Training:
Treasure Island guest service training
Marketing Operations systems (including casino management and promotions)
Telephone Etiquette
Any position-related training as determined by department manager
Physical Demands:
Must be able to walk, stand and/or sit for long periods throughout the day
Must have a good sense of balance, and be able to bend, kneel, stoop and twist
Must be able to push, pull and grasp objects occasionally
Must have the ability to independently lift up to 25 pounds occasionally
Must be able to perform repetitive hand and wrist motions
Working Environment:
Office, restaurant, gaming floor and convention center environment including flashing lights, frequent loud noises and cigarette smoke and outdoors for guest events
Must be willing to work a flexible schedule including all shifts, weekends and holidays
Extensive computer use
Occasionally overtime may be required
Occasionally must deal with angry or hostile individuals
High volume direct public contact
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.