Customer Care Representative - Onsite

Teleperformance USA • Las Vegas, NV • 1w ago

Category : Customer Service/Support

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

Paid Training

Competitive Wages

Full Benefits (Medical, Dental, Vision, 401k and more)

Paid Time Off

Employee wellness and engagement programs

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

This position will be based on-site at our Las Vegas, Nevada location.

Your Responsibilities

As a Customer Care Representative, your main responsibility is to find innovative ways to respond to varying questions, issues, and concerns.

Answering inbound telephone calls, chat, email & reviews in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for customers

Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management

Answer Operator calls (Internal/External)

Providing customers with a clear picture of company products and services; always leading the call without failing to listen to the voice of the customer

Ensuring that customer requests for reservations and other services are met and confirmed within the guidelines established by management

Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases a specific request cannot be met

Presenting, a positive view of the company and its properties when interacting with customers and fellow employees at all times

Escalating difficult and complex situations to Team Leaders as they arise

Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated

Provide Team Leaders with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings

Works diligently to support company culture and team philosophy throughout the property.

Comply with all departmental and company policies including company business ethics guidelines.

Maintain confidentiality of all company trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information

Be willing to participate in peer to peer coaching on a one on one basis as well as to support the overall team by assisting on the call center floor by answering questions

Demonstrate actions and behaviors that reinforce the Company's mission, "Unconquered Vision, Unparalleled Service, Unlimited Future," and values of Fast, Fun, Friendly, Fresh and Focused in all we do

Exhibit conduct in accordance with all company regulations.

We're looking for fearless people - people who are inspired to deliver only the best in all that we do.

Two year or more of directly related experience in an inbound contact center or face to face customer service or similar customer service role

Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette

Knowledge of property management, reservations and player tracking systems (e.g. Windsurfer, SHR, HotSOS, SevenRooms, LMS, CMP) is advantageous;

Proficiency in basic Windows and MS Office packages is very important

Strong verbal communication skills

Language Requirements: Bilingual (English & Spanish)

Experience handling customer calls in a 24x7 sales-oriented inbound environment

Experience handling reservations or in the casino / hospitality industry is considered a plus

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