E Communications Specialist - Steady Extra (Call Center LV)

E-Communications Specialists handle various multimedia contacts such as customer service

emails, faxes, voicemails, internal/external phone calls, web chats and provides communication

support to multiple channels for contact center agents, management, staff and customers.
 

• Deliver exceptional customer service to both internal and external customers. 
• Analyze and process multimedia communication requests, providing timely and accurate resolutions within established service levels. 
• Create, update, and maintain content in the company knowledge base for employee access.
• Assist guests via phone, email, and web chat with: 
• Reservations and booking support
• Billing inquiries
• Folio copy requests
• Credit card disputes and refunds
• Total Rewards credit transactions
• Payment changes and authorization releases
• General guest service issues
• Build and maintain relationships with subject matter experts to ensure accurate information sharing. 
• Maintain knowledge of company products and services and communicate information clearly through written and visual channels. 
• Serve as a professional role model and represent the company positively. 
• Meet productivity, efficiency, and customer service performance goals. 
• Handle customer transactions accurately, efficiently, and professionally. 
• Protect customer privacy and confidential information in accordance with company standards. 
• Maintain punctuality, attendance, adherence, and appearance standards. 
• Support special projects and perform additional duties as assigned by management. 
• Comply with all company policies and applicable regulatory, state, and federal laws.

• Must be 21 years of age or older
• High school diploma or equivalent required.
• At least 1 year of customer service experience in a hotel, resort, or customer-facing role.
• Reservations or Front Desk experience preferred.
• Strong communication, organizational, analytical, and interpersonal skills.
• Knowledge of Casino Reservations and Total Rewards programs.
• Proficiency with CMS, LMS, and WINet systems.
• Ability to balance cashier reports and perform basic math/accounting functions.
• Strong customer service and problem-solving skills.
• Positive attitude and professional demeanor.
• Self-motivated, proactive, and able to work independently.
• Ability to multitask in a fast-paced, high-volume environment.
• Knowledge of computer systems, telecommunications, and customer service operations.
• Strong coaching, motivational, and developmental skills.

ADDITIONAL REQUIREMENTS:

• Basic knowledge of HTML and graphic design principles.
• Intermediate proficiency in Microsoft Office, including Excel, PowerPoint, Word, and SharePoint.