Experienced Customer Service Agent – Retail – Hotel and Casino Operations

Are you a people person with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? If you're a skilled communicator with a knack for turning potentially unpleasant situations into memorable moments, we want to hear from you! At arenaflex, we're on a mission to revolutionize the way we interact with our guests, and we're looking for talented Customer Service Agents to join our team. As a Retail Customer Service Agent, you'll be the face and voice of our hotel, casino, and resort operations across the country, providing top-tier experiences that leave a lasting impression.

About arenaflex

arenaflex is a leading entertainment and hospitality company with a rich history of innovation and excellence. With 43 properties across 20 states, we're committed to delivering unforgettable experiences that exceed our guests' expectations. Our team is passionate about creating a fun, relaxed work environment that fosters growth, collaboration, and creativity.

Key Responsibilities

As a Retail Customer Service Agent, you'll be responsible for:

• Communicating with our guests via phone, live chat, and email to ensure seamless customer experiences and provide comprehensive information on our hotel and casino properties.
• Utilizing internal resources and systems to view guest account statuses and histories, using the information to assist guests over the phone.
• Providing an exclusive level of customer service during every conversation, demonstrating friendliness, care, and building value in the arenaflex brand.
• Assisting guests with booking hotel reservations, providing relevant information about the property, and addressing the guest's inquiry while sustaining company conversion rate expectations.
• Operating our telephone call service by answering and transferring inbound phone calls and executing outbound phone calls when applicable.
• Answering guest questions about arenaflex hotel properties, casino property information, occasional PENNPlay account information, and property event information.
• Following various internal standard operating procedures to escalate issues to casino property personnel or use your resources to find applicable answers for the consumer on any questions you may not know the answer to immediately.
• Delivering exceptional performance results in customer satisfaction while maintaining a positive tone with consumers over the phone and demonstrating patience and understanding regardless of the situation.
• Collaborating with your leaders and fellow team members to stay current of daily occurrences at our properties and within our backend systems that are impactful to the player experience.
• Maintaining a strong track record for punctuality and attendance.
• Performing other duties as assigned.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be at least 21 years of age.
• High School diploma required. College degree, or progress toward a college degree preferred.
• Heightened sense of urgency and passion to learn new things.
• Highly developed sense of integrity and commitment to guest satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for guests.
• Ability to type quickly and write with good grammar and punctuation.
• Strong attention to detail is a must!
• Must be an analytical thinker.
• Ability to maintain a friendly disposition under heavy pressure. Some guests may be frustrated when they contact us, and they let that be known.
• Great problem-solving abilities.
• Ability to interpret incomplete or cryptic messages that might be written by English as a second language customers.
• Have the ability to work some holidays and weekends.

What We Offer

* Competitive compensation package.

• Comprehensive Benefits package.
• Fun, relaxed work environment.
• Tuition Reimbursement & Professional Development Programs.

Work Environment

As a Retail Customer Service Agent, you'll be working in a fast-paced, dynamic environment where no two days are ever the same. You'll be part of a talented team that's passionate about delivering exceptional customer experiences and exceeding our guests' expectations. Our work environment is fun, relaxed, and collaborative, with opportunities for growth and development.

Career Growth Opportunities

At arenaflex, we're committed to helping our team members grow and develop their careers. As a Retail Customer Service Agent, you'll have opportunities to:

• Develop in-depth knowledge of our hotel and casino properties and a desire to understand ways that we can improve our guest experiences to ensure we provide the best.
• Collaborate with your leaders and fellow team members to stay current of daily occurrences at our properties and within our backend systems that are impactful to the player experience.
• Participate in training and development programs to enhance your skills and knowledge.
• Take on new challenges and responsibilities as you grow and develop in your career.

How to Apply

If you're a motivated and enthusiastic individual with a passion for delivering exceptional customer experiences, we want to hear from you! Apply now to join our team as a Retail Customer Service Agent and take the first step towards a rewarding career with arenaflex. Apply Job! Apply for this job