Job Description
Job Location: EAGLE MOUNTAIN CASINO - PORTERVILLE, CA 93257
Position Type: Full TimeEducation
Level: High School
Salary Range: $17.16 - $19.74 Hourly
Travel Percentage: None
Job Shift: Any
Job Category: Admin - ClericalTITLE: CALL CENTER REPRESENTATIVE
REVISED: August 27, 2021
APPROVED: January 14, 2022
The Call Center Representative is responsible for answering the switchboard, directing calls to appropriate individuals, taking accurate messages and delivering messages, effectively resolving minor customer disputes under general supervision and direction of the Executive Administrator.
DUTIES AND RESPONSIBILITIES:
1. Answers switchboard and connects calls in a prompt, courteous manner.
2. Must possess excellent communication skills and a clear speaking voice.
3. Provides efficient service in receiving and distributing calls and messages.
4. Performs excellent customer service at all times.
5. Maintain a working knowledge of the property, as well as all current and upcoming special events, in order to advise guests and fellow team members of same.
6. Records guests conflicts/complaints and/or refers matter to the appropriate department or individual, for proper resolution.
7. Contacts in-house Security/EMT as needed and calls for help from in-house and outside agencies (Police, Fire Department, etc.) when deemed necessary to report emergency situations.
8. Maintains a log of phone problems and reports any situations which need attention to the appropriate department and/or individual.
9. Must be able to operate a computer, radios, and copy machines.
10. Facilitates the flow of information by attending regularly scheduled departmental meetings.
11. Maintains a consistent, regular attendance record.
12. All other departmental duties as assigned by immediate supervisor
QualificationsQUALIFICATIONS AND REQUIREMENTS:
1. At least three (3) years exposure to a hospitality environment.
2. General knowledge of gaming, including slots and card games.
3. Bilingual (English/Spanish) preferred.
4. High School Diploma or equivalent required.
5. Outstanding customer service skills.
6. Excellent communication and interpersonal skills.
7. Must be able to read and write English fluently, Bilingual (English/Spanish) preferred.
8. Must maintain a professional appearance.
9. Reliable, consistent transportation to and from Eagle Mountain Casino.
10. Computer literate with, but not limited to, Microsoft Windows suite.
11. Able to obtain and retain a gaming license through the Tule River Tribe Gaming Commission.
PHYSICAL AND ENVIRONMENTAL:
1. While performing the duties of this job the Team Member is regularly required to talk, hear, stand, walk, and sit.
2. Repeatedly required to reach with hands and arms, use hand to finger, handle, or feel objects, tools or controls.
3. Must be able to operate in mentally and physically stressful situations.
4. Environment is administrative setting with occasional visits to the casino floor.
5. Must be able to lift and carry up to 30 pounds.
6. Must be able to work in a fast-paced environment.
7. Noise level is low to moderate (office), and when on the casino floor, noise level is moderate to high and may be exposed to cigarette smoke.
8. Must be able to perform all essential duties of the job with or without reasonable accommodation.
REPORTS TO: Executive Administrator
SUPERVISES: None
HOURS: The casino operates 24/7. Schedule, shift, and hours will vary.
SALARY: $/hour / weekly pay / overtime eligible
BENEFITS: Full-Time is eligible for Medical, Dental, Vision, Group Life, and Healthiest You; Flexible Spending Plan (FSA), 401k, and PTO. Part-time has limited benefits.
PREFERENCE IN FILLING VACANCIES IS GIVEN TO QUALIFIED INDIAN APPLICANTS IN ACCORDANCE WITH THE TULE RIVER INDIAN PREFERENCE ORDINANCE; VETERAN PREFERENCE. EAGLE MOUNTAIN CASINO IS AN EQUAL OPPORTUNITY EMPLOYER.
