Job Description

TITLE:

Call Center Representative

LAST UPDATED:

October 15, 2025

DIVISION:

Marketing

DEPARTMENT:

Marketing

REPORTS TO:

Casino Reservations & Database Supervisor

FLSA STATUS:

Non-Exempt

COMP LEVEL:

5

Summary: Processes all incoming phone calls for the property. Provides information to callers about special event invitations, tournaments, concerts, and other promotional inquiries.

The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by this position. Employee(s) may be required to perform position-related tasks other than those specifically listed in this description.

• Essential Job Functions:
• Serves as a first point of contact for internal and external customers.
• Greets and provides assistance to departmental guests.
• Operates phone console equipment and overhead paging systems.
• Answers and directs all incoming calls for the property and sends to appropriate individuals and/or departments.
• Responds to inquiries and provides customer service to guests, employees, and other internal and external parties.
• Receives in bound calls and supplies accurate information to callers concerning special events including any information casino related.
• Checks appropriate guest accounts and enters information into spreadsheets and other databases.
• Performs data entry; inputs information regarding phone system usage and makes corrections to the guest mailing lists.
• Reviews departmental documentation
• Processes Casino mailers that have been returned.
• Generates and distributes Plans of the Day to various Casino departments.
• Performs general clerical duties including filing, copying, and other duties needed.
• Stays current with information such as casino amenities, gaming offerings, special events, tournaments, concerts, and other promotional activities.
• Conducts overhead pages for guests as well as departments for promoting daily specials and Marketing events.
• Receives all incoming calls for concert ticket sales for the casino and books over the phone via electronic ticketing system.
• Performs ticket sales transactions in the ticket booth during concerts and special events.
• Performs Telemarketing efforts for filling VIP events as assigned by Marketing leadership team.
• Assists with special events, tournaments, concerts and promotional activities as needed.

Spirit Mountain Standards:

• Delivers Spirit Mountain’s Spirit of Excellence (SOE) by consistently modeling attitudes and behaviors in alignment with SMGI’s Pride Values, Brand Promise, and Business Vision.
• Learns comprehends and complies with all Company and departmental policies and procedures, MICS, gaming regulations, and Title 31 Regulation requirements.
• Follows all Corporate and departmental safety policies and procedures.

Required Knowledge of:

• Receptionist principles, policies, and procedures.
• Telephone and overhead paging systems.
• Customer service standards and telephone etiquette.
• General office processes, procedures, and equipment.
• Standard computer software applications.
• Casino gaming system and how to evaluate guest level of play.
• Special events and promotions and how guests qualify for specific events.

Required Skill in:

• Performing a variety of receptionist duties and clerical functions.
• Operating phone consoles and overhead paging systems.
• Answering and directing high volumes of incoming calls.
• Responding to caller inquiries and providing customer assistance.
• Establishing and maintaining effective working relationships with others.
• Organizing and prioritizing duties.
• Managing the length of telephone conversations.
• Evaluating guest level of play.

Education, Experience, Licenses, Registrations, and Certifications:

• High School Diploma or equivalent, and one (1) year high volume receptionist experience in an environment where data entry and clerical functions were also required responsibilities or equivalent combination of education, training, and experience.
• High security gaming license issued by the Grand Ronde Gaming Commission.
• Must be at least 21 years of age.
• Due to the nature of the interactions with other employees and the public we serve, employees may be required to provide documentation of, or receive, certain health vaccinations.

Environmental Factors and Conditions/Physical Requirements:

• Work is performed in an office and casino work environment, occasionally exposed to tobacco smoke and loud noise.
• Work is subject to sitting, standing, walking, bending, reaching, kneeling, and lifting up to 40 pounds.
• Frequent use of hands and fingers to grasp, handle, reach and type.

Equipment and Tools Utilized:

• Equipment utilized includes personal computer, standard office equipment, audio/video equipment, two way-radio and telephone with intricate voicemail system.