Call Center Agent

Position Call Center Agent

Industry: hospitality

Employment type: Full Time

Experience: 1 years

Qualification: High School Diploma or equivalent preferred

Company: MGM Resorts International

Location: Las Vegas, NV, USA

Description:

Call Center Agent – Parking Services (On Call)

MGM Resorts International Las Vegas, NV

About the job

Become one of the stars behind The SHOW and become part of the world’s most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race.

Primary Purpose

Basic Function – Handles high volume of calls with the highest degree of courtesy and professionalism to resolve customer issues which include customer questions, complaints, and inquiries. All calls must be logged in our call log database and all call log activity will be reviewed on a daily basis. Offers alternative solutions where appropriate with the objective of retaining customer’s satisfaction. Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Makes financial decisions to protect/collect revenues and adjusts customer accounts.

Principal Duties and Responsibilities:

• Provide excellent customer service via telephone to guests who need parking/garage related assistance.
• Accurate record keeping of all logs & notes for call resolution.
• Actively monitor all parking related equipment and troubleshoot as needed. If remote troubleshooting doesn’t resolve issue, then initiate service with Service Provider.
• Communicate with onsite parking personnel (Ambassador &/or management team) to help resolve any parking equipment issues.
• Perform other job-related duties as requested.

Minimum Requirements

• One (1) years’ experience in customer service, call center, accounting or relevant field.
• High School Diploma or equivalent preferred
• Previous experience working in a call center dynamic.
• Certifications, Licenses, Registrations
• Proof of eligibility to work in the US.

Knowledge, Skills, and Abilities:

• Working knowledge of parking systems and operations.
• Ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs.
• Broad management and leadership knowledge of parking operations.
• Ability to utilize guest service satisfaction performance metrics to generate action plans to address service opportunities.
• Excellent customer service skills.
• Excellent organizational skills; be able to function under time constraints and deadlines with attention to detail.
• Effective listening abilities and be able to make strong judgment call.
• Intermediate to advanced knowledge of Microsoft PowerPoint, Outlook, Word and Excel.
• Ability to effectively communicate in English, in both oral and written forms.
• Use of technology.
• Proficient spelling and grammar.
• Advanced problem solving, multi-tasking and organization.
• Superior phone etiquette.